POSITION SUMMARY:
Job Title: IT Support Analyst
FLSA Status: Exempt
Type: Full-time
Department: Information Technology
Reports To: IT Operations Manager
This role will work closely to resolve issues with end users, the Tier 1 team, their team lead, and part of the collaborative ScribeAmerica support team. This role would be a technical resource that provides a point of contact for all Tier 2 IT support issues. This role will be working under the direct supervision of the IT Operations Manager.
ESSENTIAL FUNCTIONS:
Duties and Responsibilities
Provide a high level of customer service.
Provide phone and desk-side support to end users at all locations.
Utilize the ticket system to handle escalated incidents and requests from the Tier 1 team.
Categorize, prioritize, and escalate issues as necessary.
Record, track, and document all information in tickets including all decisions made and actions taken through to final resolution within our ticketing system.
Take ownership of issues/requests through resolution or escalation.
Respond to IT incidents within a timely manner with appropriate level of urgency.
Initiate and maintain consistent and appropriate follow-up of issues, tasks, and escalations with both end-users and team members.
Active internal communication with the IT, IT PM and IT Sec Teams.
Provide solutions or alternatives to existing procedures to elevate efficiency.
License control and monitoring over multiple platforms.
Ownership of the administration console for specific applications like Zoom and Adobe.
Develop and maintain familiarity with ScribeAmerica policies and procedures.
Provide other job duties requested by the manager on an as-needed basis
Required Education and Experience
CompTIA Network+, Google certifications are a plus.
At least 2+ years of experience in Desktop Support roles, Microsoft Windows and macOS systems troubleshooting or similar experience.
VPN configurations (Citrix/VMware) experience.
MDM experience a plus
Analytical and problem-solving skills.
Time management and organization skills.
Strong written and oral communication skills.
Ticketing System (Freshservice preferred).
Hardware/software installation, maintenance, and configuration experience.
End user experience strongly preferred.
Able to work independently with minimal supervision.
Collaboration with other departments to ensure effective IT and business operations.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Regularly required to talk or hear.
Regularly required to use a keyboard and computer.
Frequently required to stand, walk, sit, use hands, handle documents, and reach with hands and arms.
CORE COMPETENCIES
Active Communication (Verbal, Written, Listening Skills)
Adaptability
Attention to Detail
Composure
Conflict Management
Customer Orientation
Productivity
Professionalism
Responsiveness
Team Player
Position Type/Expected Hours of Work
This is a full-time position Monday through Friday with hours of work 9am-5pm eastern standard time.
Travel
Travel is expected occasionally for this position as required by the particular client.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
