The Information Technology Support Analyst (ITSA) provides Tier 1 and Tier 2 Help Desk support for the daily operations of the organization. The ITSA is responsible for the initial triage and troubleshooting of help desk tickets. These tasks include password resets, account creation and deletion, network file recovery, and access verification. Timely and accurate data entry, organizational skills, proficient computer skills, professional verbal and written communication and interpersonal skills are key to the success of this position and the Information Technology Department. This position supports organizational Information Technology efforts to create the conditions for all employees to give their best each day, committed to the organization’s goals and values, motivated to contribute to organizational success and ready to grow professionally.

Required Education and Experience

• High School degree or equivalent
• Two years of technology related experience

Preferred Education and Experience

• Associate Degree in technology related studies
• Experience working with any of the following systems Cisco, Windows, vmware, Meraki, Aruba, Shoretel
• Comptia A , Net , Security , CCENT certifications

Additional Eligibility Qualifications

This role can become physically demanding. Must be able to lift over 50 pounds. Must be able to sit or stand for long periods of time.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage user and computer accounts with active directory
• Manage user creation for all needed systems
• Provide remote support to end users via remote access tools
• Manage group policies and group access for network files and internet access
• Provide on-site support for users in local offices
• Troubleshoot hardware issues with PCs, printers, networking, and other technology equipment
• Create User Guide documentation for use as a knowledge base for other technicians and end-users
• Complete system checks and verifications of business critical systems
• Report unresolved issues to management and support specialists