Position Overview: We are seeking a skilled and experienced IT Support Analyst to join our dynamic IT team. The ideal candidate will have a strong background in providing exceptional desktop support, troubleshooting hardware and software issues, and possessing advanced proficiency in various technologies, including Active Directory, Windows 10/11, MacOS, Microsoft Office 365, and Cisco systems. The IT Support Analyst will play a crucial role in ensuring the stability and efficiency of our organization's IT infrastructure and user experience. Responsibilities: Desktop Support: Provide Level 3 desktop support to end-users, diagnosing and resolving complex hardware, software, and network-related issues. Troubleshoot and resolve escalated technical problems while maintaining a high level of customer satisfaction. Collaborate with Level 1 and Level 2 support teams to ensure seamless issue resolution and knowledge sharing. Ticketing and Incident Management: Manage and prioritize escalated tickets, ensuring timely resolution according to established SLAs. Maintain accurate and detailed documentation of all support interactions, troubleshooting steps, and resolutions. Identify trends in support requests and recommend proactive measures to reduce recurring issues. Hardware and Software Troubleshooting: Analyze and diagnose hardware and software problems, employing a systematic approach to identify root causes. Provide guidance on hardware and software upgrades, replacements, and enhancements. Conduct thorough testing and quality assurance for hardware and software solutions before deployment. Technology Expertise: Demonstrate advanced proficiency in managing and maintaining Active Directory accounts, groups, and permissions. Configure, deploy, and troubleshoot Windows 10/11 and MacOS operating systems. Administer and support Microsoft Office 365 applications, including Exchange Online and SharePoint. Utilize Cisco networking technologies to troubleshoot and resolve network-related issues. User Training and Knowledge Sharing: Develop and conduct training sessions for end-users on various technologies, best practices, and self-help solutions. Collaborate with the IT team to create knowledge base articles and documentation to assist users in resolving common issues independently. Technical Collaboration: Collaborate with cross-functional teams to provide insights and recommendations for IT infrastructure improvements. Assist in the planning, implementation, and maintenance of IT projects and initiatives.