Senior Information Technology Support Analyst

IT Support Analyst II

JOB SUMMARY :

The IT Support Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

JOB QUALIFICATIONS :

• 3 years equivalent work experience.
• Certifications in A+, CompTIA Network +, MCDST preferred but not required.
• Knowledge of basic computer hardware, including workstations, laptops, printers, copiers, wireless technologies, handheld scanners, thermal printers, smartphones, VOIP.
• Experience with desktop and server operating systems, including Windows 10 Professional, Windows 11 Professional, Mac OS X.
• Extensive application support experience with MS Office Suite, Oracle.
• Working knowledge of a range of diagnostic utilities, including Putty, Wireshark, VNC, RDP.
• Familiarity with the fundamental principles of a validated computer environment.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong customer service skills and keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Highly self-motivated and directed.
• Fluent English and Spanish language skills a plus.

POSITION RESPONSIBILITIES :

PHYSICAL REQUIREMENTS :

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.