IT Support Analyst

Position Overview:

• Under the supervision of IT Infra & Security Manager, the IT Support Analyst delivers prompt and effective technical assistance and training to end users across multiple technology platforms.
• This role supports computers, software applications, printing systems, Office products, IP phones, mobile devices, and video conferencing equipment.
• The Technician identifies, researches, and resolves diverse technical issues, responding to service requests made via phone, in-person, or through IT ticketing systems.

Responsibilities:

• Set up, maintain, and troubleshoot PCs, laptops, printers, mobile devices, and related IT infrastructure.
• Install, maintain, monitor, and troubleshoot LAN and WAN components to ensure reliable network operations.
• Assist with the maintenance and support of Windows servers.
• Provide maintenance and support for the IP phone system and video conferencing equipment.
• Deliver end-user instruction on computer hardware, network usage, standard operating procedures, software applications, telecommunications, and video conferencing tools.
• Respond efficiently to help desk requests via phone, in-person, and IT ticketing system, facilitating timely resolution of user issues.
• Create, manage, and maintain user accounts for network, email, and phone systems, ensuring appropriate access and security.
• Set up, configure, and troubleshoot mobile devices (e.g., iPhones, iPads) for end users.
• Act as the lead in triaging support tickets to prioritize and resolve issues effectively.
• Coordinate hardware and software repairs with external vendors as necessary.
• Execute special projects as assigned by management.

Qualifications:

• Equipment Used: Uses PC's, desktop tools, network software, Microsoft Office, and general office equipment.
• Minimum Vocational, Technical or Associate's Degree; A+ / Microsoft Certification is desired.

If hired, you will enjoy the following ECLARO Benefits:

• k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO

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