IT Support Analyst

Job Title: IT Support Analyst
Location: Lancaster, TX 75134
PRIMARY RESPONSIBILITIES:

• Provide first-line technical support for users requiring assistance with information technology issues and problems
• Respond to requests for technical assistance onsite using the help desk management system
• Support clients in a Microsoft domain
• Setup PCs, laptops, printers, and other network equipment
• Troubleshoot and solve desktop OS problems
• Provide support for Windows workstations, handhelds, Printer, and other network accessories
• Track issues to resolution update the internal knowledgebase, and ticketing system, and communicate with users
• Escalate more involved problems to the appropriate support teams
• Update daily status reports and ticket notes
• Provide customer service to non-technical users
• Participate in after-hours and weekend on-call rotation
• Provide a single view to the organization for information technology-related problems

SKILL REQUIREMENTS/EXPERIENCE:

• Strong technical ability and troubleshooting skills
• Excellent communication and customer service skills
• Ability to effectively operate within set guidelines, policies, and procedures
• Exceptional customer-facing skills
• The high degree of demonstrated professionalism
• Solid helpdesk experience, including support for Windows 10 workstations
• Supporting Windows workstations in a Microsoft Windows domain
• Supporting network peripherals such as printers, handhelds, and mobile devices, iPhone and Android

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