IT Analyst

IT Analyst

Requirements

• 0-2 years in IT system administration and user support.
• Knowledge of Windows and Mac operating systems.
• Excellent written and oral communication skills.
• Strong team-building and interpersonal skills.
• Ability to work independently and as a team.
• Strong technical and troubleshooting skills.

Responsibilities

• Provide first-level contact and support for end users, ensuring effective recording and handling of incidents.
• Manage and fulfill routine service requests, such as password resets, software installations, and access permissions, in a timely and efficient manner.
• Aim for one-touch resolution of incidents whenever possible, leveraging knowledge base and troubleshooting skills.
• Identify and diagnose recurring problems; contribute to developing solutions.
• Escalate unresolved incidents and problems to higher-level support teams as per escalation procedures.
• Accurately document incident resolutions and contribute to the IT knowledge base for future reference.
• Maintain detailed records of user interactions, steps taken, and solutions provided.
• Regularly review and update IT processes and procedures to align with departmental objectives.
• Adhere to the organization’s designated security framework in all IT operations.
• Communicate effectively with end users, team members, and other stakeholders.
• Collaborate with cross-functional teams to ensure integrated and cohesive IT support.

Preferred Qualifications

• Experience working within the Microsoft 365 ecosystem.
• Knowledge of networking technologies and cloud-first environments.
• Experience with Jira Service Desk.
• Knowledge of industry best practices and experience with both hardware and software systems.
• Knowledge of security frameworks and certifications.
• Microsoft 365 Fundamentals certification (MS-900)