What are the responsibilities and job description for the IT Support Analyst position at 900Work, LLC?
Summary/Objective
The IT Support Analyst will be responsible for providing technical support including incidents and requests, hardware deployment, inventory, and asset management. The technician will provide support for computers and applications relating to IT Support and Infrastructure for all company users. The technician’s goals are to ensure all Service Level Agreements (SLAs) are met and upheld. The IT Support Analyst has regular communication with C-Level executives as well as senior management. This position is based in our Indianapolis, IN office.
Essential Functions
- Provide Tier 1 Support
- Provide excellent customer service
- Monitoring ticket management system and support call queues
- Ensure rapid response and resolution to our end users and support issues.
- Create, implement, and deploy new images and maintain desktop and laptop images, plans, processes, and standards
- Responsible for imaging, deployments, and shipping of all new equipment for new staff, personals, and onboardings.
- Maintain inventory and asset management for all desktop equipment and software.
- Provide troubleshooting for end users by diagnosing, testing, resolving problems relating to infrastructure, IOS devices, softphones, and peripherals.
- Create new user accounts and manage access controls based on company policies for platforms, account access, group access, email distributions, and VOIP
- Provide hands on IT technical support for facilities
- Troubleshooting and technical aptitude in, Windows 11, Microsoft O365 Admin, Microsoft Entra, SharePoint, Jamf, Intune, Dell Hardware, Printers, iOS and Android Devices
- Establishing new and refining existing processes and procedures
- Demonstrated aptitude and experience with both computer hardware and application software troubleshooting and problem resolution
- Strong ability to interact with end users in a patient, helpful, pleasant, and otherwise professional manner while providing them with support
- Ability to travel, occasionally overnight
Competencies
- Professional demeanor
- Establish and maintain effective relationships at all levels of the organization
- Effective written, verbal, and presentation skills.
- Ability to communicate complex issues and solutions.
- Critical thinking.
- Ability to perform well within a fast-paced,
- Ability to maintain confidentiality.
- Must have the ability to work well within a team environment as well as independently.
Education and Experience
- Bachelor’s degree in Information Technology or related field, or an equivalent combination of education, certification, and experience.
- 2 years of IT experience.
- Previous executive support is preferred.
Position Type/Expected Hours of Work
This is a Full-time position. Days and hours of work are variable and based on business need. Evening and weekend work may be required as job duties demand.
Physical Requirements
This position is indoors. Must be able to sit at a computer terminal for an extended period. May be asked to lift approximately 25 lbs. Exposure to moderate noise and light, i.e., business office with computers, phone, printers, light foot traffic.
EEO Statement
Location Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Location Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Applicants must be legally authorized to work in the United States