IT Support Analyst, Senior

General Summary:

‘Responsibilities:
1. Act as the primary point of contact for escalated technical issues from analysts.
2. Provide advanced troubleshooting and technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
3. Diagnose and resolve complex technical issues related to operating systems, software applications, network connectivity, and hardware components.
4. Perform root cause analysis for recurring issues and implement permanent solutions to prevent future occurrences.
5. Collaborate with other IT teams to escalate and resolve issues that require specialized expertise.
6. Maintain accurate records of all service desk activities, including incident reports, service requests, and knowledge base articles.
7. Develop and deliver training sessions to analysts on new updates and changes.
8. Effective participation in IT projects and initiatives aimed at improving Service Improvement as well as process improvements.
9. Proficient in Coaching, Mentoring, and Conducting Quality Audits.

1. Willingness to work 24x7x365 support model.
2. Strong knowledge of IT service management frameworks such as ITIL.
3. Proficiency in troubleshooting expertise in Windows OS, 10/11, Understanding of Linux/MacOS, M365, Intune, Basic Networking, Active Directory, and      remote support tools.
4. Strong customer service orientation and a commitment to delivering high-quality support to end-users.
5. Excellent verbal and written communication skills with the ability to convey technical concepts to non-technical users.
6. Ability to work independently with minimal supervision and as part of a collaborative team.
7. Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
8. Experience with ticketing systems such as ServiceNow, Jira and other CRM tools

‘1) Bachelor’s degree required
2) Minimum of 5 years of experience in a technical support role, with at least 2 years in a senior or lead capacity.
3) Customer service, technical training and/or industry standard certifications preferred
4) Contact Center experience will be a plus

Minimum Qualifications:

• High School Diploma or equivalent.
• 3+ years of experience in IT, Engineering Support, or related area.
• 2+ years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements:
• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.