IT Support Analyst with AV experience

This is a contract position and will be working on site 5 days a week.

Our client on the east side of Cleveland has an immediate opening.

The IT Support Analyst role encompasses the effective execution and closure of request and incident tickets pertinent to your site, developing and maintaining positive relationships with key stakeholders, and proactively addressing issues to prevent service disruptions.

In this role, you will collaborate closely with the Site IT, Global Support and Monitoring and Service Management teams, ensuring a strong partnership with the business and a dedicated focus on refining operational processes and procedures. This collaboration aims to streamline IT operations and enhance service delivery.

** Audio/Visual Meeting room setup is required, Microsoft Teams technology preferred.

Responsibilities

• Record all service requests in the ticketing system, including calls, emails, voicemails, chats, and walk-ins.


• Deliver precise and comprehensive solutions to user inquiries, escalating or transferring incidents when necessary.


• Inform users about the status of their service requests or incidents.


• Troubleshoot complex hardware and software issues on PCs, perform installations and upgrades.


• Investigate and address inquiries in line with established policies.


• Manage incident resolution and service request fulfillment in collaboration with various teams.


• Identify recurring support issues and create problem tickets.


• Contribute to and maintain knowledge base documentation.

Potential Responsibilities based on assignment

• Install and support meeting room equipment conforming to IT standards for conferencing.


• Provide local support for networks, servers, and security, including hardware replacements.


• Enhance communication and problem-solving skills continuously and develop more efficient support methods.


• Participate in projects to improve service quality and foster technical and career development.


• Assist in the global rollout of new applications and provide support at local sites.


• Educate and train local site users on IT systems and processes.


• Collaborate with vendors or third parties for issue resolution or upgrades at local sites.

Qualifications

The ideal candidate should possess a technical degree with 3+ years of relevant experience, along with the following competencies:

• Microsoft Windows 10 and 11


• Office 365 applications such as Teams, OneDrive, Outlook, and OneNote


• Web browsers including Microsoft Internet Explorer and Edge, Google Chrome, and Safari


• PDF applications like Adobe Acrobat and Foxit Reader


• ServiceNow for service management

If qualified and interested, please submit a resume using the link below.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please or copy and paste the following link into an open window in your browser: ;/p>

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting .

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future