Job Description

Job Title: IT Support Analyst

Assignment Type: Long Term Contract

Location: Atlanta, GA (Hybrid)

Job Description:

• The successful candidate will have solid knowledge of Windows Desktop, iOS, system imaging, application deployment methods, and desktop support. This role will be part of a small team that is responsible for the entire IT infrastructure. This is a hands-on and in-office role that includes all service desk support activities including (but not limited to) installing, configuring, and maintaining Windows Desktops, Smart Phones, Tablets, Printers, and various other types of hardware and software.
• Must have experience with Microsoft Windows 10/11, Microsoft 365, Microsoft server applications including Active Directory in a 24/7 working environment. Must be able to provide after-hours supportwhen necessary and provide remote support as needed. The candidate must have 1-2 years of experience working in a service desk support or system administrator capacity or similar role.
• This role requires after-hours communication. The position reports to the IT Support Manager, who manages the Service Desk team.

Job Purpose:

To support all end-user support including desktop, phone, laptop, iPhone/iPad services, tier 1 support for network, and infrastructure services, for employees. The candidate may interface with consultants and vendors to manage specialized hardware and software solutions.

Main Duties:

• Performs general problem solving and assistance on diverse software applications, desktop/laptop solutions, iphones, ipads and other hardware systems for department users.
• Performs varied technical assistance and maintenance including end user troubleshooting, ticketing system documentation, conference room and facilities technology support.
• Analyzes service desk tickets and performs proactive problem management based on recurring issues related to IT services
• Coordinates and maintains network users provisioning, security policy assurances, tracking inventory levels of equipment and materials.
• Performs imaging, patch management, remote deployment, and access management functions for end user technology services
• Performs technical systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve system hardware, software, and network failures and conflicts.
• Participates in and researches new technologies to enhance user experiences, and provide high quality customer service support for IT services.
• Performs the installation, configuration and maintenance of computers, workstations and other related equipment and devices.
• Manages and maintains service desk related tools and platforms including (but not limited to) M365, Active Directory, MS Intune, FreshService etc. This includes designing, configuring, maintaining and using the tools to provide IT services to the firm.
• Maintains working knowledge of technology, equipment, applicable laws, regulations, standards and/or systems as it relates to end user systems.
• Develops and maintains knowledge management artifacts, SOP’s and other knowledge collateral (for internal IT and external users) to enable smooth service desk operations

Additional desirable experiences:

• Provides individual and/or group instruction and training on new or updated technologies.
• Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
• Experience and certifications in M365 Administration, Printer and Conference Room maintenance etc.

Technical Attributes:

• Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.
• Ability to perform preventive maintenance on systems software, applications, hardware, networking, and communications.
• Knowledge of current technological developments/trends in desktop and end user computing services.
• Strong interpersonal and communication skills and the ability to work effectively with peers.
• Strong focus on customer service and customer satisfaction
• Ability to determine computer problems and to coordinate hardware, software, and/or network solutions.
• Ability to analyze and resolve computer problems.
• Ability to communicate technical guidance and instruction to users and diagnose problems.
• Ability and willingness to become a subject matter expert & share knowledge with the rest of the team.

Personal Attributes:

• 1-2 years as an IT support level one/two or similar role with at least 2 total years of information technology professional experience
• Able to prioritize, manage and track multiple activities and tasks over prolonged periods of time
• Excellent verbal and written communication skills
• Willingness and ability to assist those who are less comfortable with technology
• Flexibility to work on-site in a rotating shift schedule of 8 hours between 8am and 7pm
• Enthusiastic approach and “can-do” attitude
• Resilient, copes well under heavy workloads
• Strong problem-solving skills
• Must be able to work well on a small team and take on additional duties as needed
• Portray a strong sense of urgency with a focus on user satisfaction

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