IS Support Analyst

IS Support Analyst

Requirements

• High school diploma required.
• Prior experience in PC support and working in an Information Systems (IS) department, strongly preferred.
• Microsoft and IS certifications, a plus.
• Ability to effectively troubleshoot and complete helpdesk tickets submitted by internal customers in a timely fashion.
• Ability to provide a high standard of customer support, including an understanding of user needs and providing logical and clear solutions.
• Ability to positively interact and work collaboratively with a diverse group of people at all levels of the organization.
• Ability to speak clearly and persuasively in positive or negative situations, listen and obtain clarification, and respond well to questions.
• Proficiency in writing clearly and concisely and editing work for spelling and grammar.
• Proficient computer skills using a variety of software applications systems.
• Working knowledge of Microsoft Office Products and Windows Operating System.
• Demonstrated ability to support Windows Operating System, MS Office products, basic networking/Wi-Fi, PC hardware support.
• Ability to exercise sound judgement and discretion in handling proprietary and confidential information.
• Ability to work independently, without significant direction and to use resources effectively to ‘figure it out’.
• Strong critical thinking skills, judgment and keen attention to detail and accuracy.
• Exceptional prioritization, time management and organizational skills.
• Exhibit flexibility in work schedule and perform beyond a normal workday.
• Ability to travel up to 20% primarily within the US.
• Valid US driver’s license and US passport or ability to obtain.

Responsibilities

• Liaising with and providing support via the helpdesk system to end users and staff on endpoint usage.
• Under direction and following all company standards, installing, configuring, testing, maintaining, monitoring, and performing limited troubleshooting on end user endpoints and other IS equipment, and with end user approved software.
• Performing on-site information gathering required for diagnosis of IS problems for end users and passing to higher level staff for further analysis, as needed.
• Receiving and responding to incoming messages regarding endpoint and/or hardware problems.
• Monitoring and testing endpoint performance and providing endpoint performance statistics and reports.
• Preparing technical documentation, as needed.
• Continuously maintain a safe, clean and organized work area.

Preferred Qualifications

• Prior experience in PC support and working in an Information Systems (IS) department, strongly preferred.
• Microsoft and IS certifications, a plus.