The primary objective of the Technical Solutions Analyst is to provide technical support to users of the company's IT systems and services by utilizing a ticket system. This also includes managing IT inventory, troubleshooting and resolving technical issues, and providing training to staff members. They also need to monitor and analyze ticketing system data to identify trends and areas for improvement, collaborate with IT and other departments to identify and implement solutions that improve overall service quality, follow established service level agreements (SLAs) and ensure that all requests and incidents are handled in a timely and efficient manner and keep up to date with new technologies and industry best practices to ensure the company's IT systems are always up to date. Additionally, the Technical Solutions Analyst will be expected to assist with various infrastructure projects, demonstrate proficiency in both independent and team-oriented work, possess an understanding of networking principles and have experience in vendor management.

· Manage and maintain IT inventory, ensuring all equipment is properly tracked and accounted for. This includes receiving, storing, packaging, shipping, and recycling of IT equipment and devices.

· Provide in a daily basis technical support to users via the company's IT ticketing system. Communicating with users through the ticket system, email, chat, and/or phone.

· Troubleshoot and resolve technical issues related to hardware, software, and network systems. This also includes resolving break/fix issues, creating proper documentation, and initiating warranty repairs with vendors.

· Provide training and guidance to staff members on the use of IT systems and services while enforcing IT best practices.

· Monitor and analyze ticketing system data to identify trends and areas for improvement

· Collaborate with IT and other departments to identify and implement solutions that improve overall service quality

· Follow established service level agreements (SLAs) and ensure that all requests and incidents are handled in a timely and efficient manner. This also includes following up with users, vendors, and contractors to ensure tickets are resolved in a timely manner.

· Keep up to date with new technologies and industry best practices to ensure the company's IT systems, policies, and procedures are always up to date

· Common Tasks also include provisioning new devices, repurposing old devices, performing maintenance tasks, managing user accounts on various systems, keeping IT work area organized, maintaining proper documentation, generating specialized reports, supporting printers

Qualifications:

· Bachelor's degree in Computer Science, Information Technology or related field

· 2-3 years of experience in a service desk or technical support role

· Strong knowledge of IT inventory management and IT ticketing systems

· Strong problem-solving and troubleshooting skills

· Excellent communication and training skills

· Strong attention to detail and the ability to work well under pressure.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No nights
• No weekends

Experience:

• service desk or technical support: 2 years (Required)

Work Location: One location