PRINCIPLE CHOICE SOLUTIONS

The IT Support Analyst is responsible for providing first line technical support and training to end users. The IT Support Analyst position is responsible for working within the ticketing system, quickly troubleshooting software/hardware issues, accurately documenting issues, resolutions, and collaborating with other technical resources to solve complex technical problems. Such troubleshooting may include software applications, hardware issues, or answering training questions via phone, email, remote access, and in person.

This position reports to the IT Support Supervisor.

• Supply and deploy technical solutions to business problems.
• Excellent customer support to all users within the organization and documentation of each customer interaction.
• Provide basic and advanced hardware and software support to business users both locally and remote via phone, email, chat, and remote tools.
• End user administration following internal IT processes and procedures.
• Installation and configuration of workstations, printers, and other end user requests
• Moderate to Advanced Support of Office 365 product suite, Adobe Applications,
• Work closely with the Associate Director of IT to ensure issue tracking, documentation, and proper assignment of tasks is being completed daily.
• Working with the team, collaborate and improve documentation for end users through our ticketing system.
• Provide On-Call support as necessary.
• All other duties as assigned.

• 1-3 years’ experience in providing outstanding customer service through hardware and software technical support in a professional office environment.
• 1-3 years’ experience using a ticketing system.
• High knowledge and proficiency of Windows 10, Office 365 Product Suite, Adobe, and other SAAS applications.
• Advanced hardware and software troubleshooting skills.
• Azure Active Directory and Microsoft Powershell experience required. At least 1 year of regular use of AD Users and Groups in providing normal AD administration.
• Attention to detail.
• Strong communications skills.
• High sense of urgency.
• Excellent researching abilities.
• A Hardware and Software or Network certifications are preferred.

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.

This position will work in the office and remote, with prolonged periods of sitting at a desk and working on a computer in an office setting that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of phone usage, sitting, and data keying are required.
• Must be able to lift and carry up to 25 pounds.
• Must be able to talk, listen, and speak clearly on the telephone.

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.

Security and privacy training will be provided as part of this role to protect the confidentiality, integrity and availability of PCS’ employee and customer data.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.