What are the responsibilities and job description for the IT Support Analyst position at Diligente Technologies?
Position Title: IT Support Analyst
Location: Ann Arbor, MI (Onsite required)
12 Months contract
Work Hours: 8:00 AM – 5:00 PM
Employment Type: Contract
Description:
Key Duties:
• Monitor and respond to ServiceNow tickets, handling requests via email, chat, phone, or face-to-face interactions.
• Oversee onboarding and offboarding processes for employees.
• Troubleshoot and resolve hardware and software issues on PC and Mac platforms.
• Develop and maintain clear documentation for IT and system procedures.
• Provide technical support for conference rooms and assist during company events.
• Communicate IT products and service information to users in an accessible manner.
• Follow up with users to ensure satisfaction and address unresolved issues.
• Relay user feedback to relevant internal teams for continuous improvement.
• Track and manage inventory of hardware and software assets.
• Relocate PC systems as needed and participate in special projects.
Required Skills & Qualifications:
• Strong troubleshooting abilities for both PC and Mac environments.
• Proven experience providing IT support in a corporate setting, both onsite and remotely.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users and document procedures clearly.
• Exceptional customer service orientation, attention to detail, and proactive follow-up.
• Ability to work independently and as part of a team.
• Familiarity with ITIL and ITSM best practices.
• Experience supporting conference room technology.
Preferred Qualifications:
• Bachelor’s degree in a related field.
• Advanced knowledge of Mac support.
• Experience troubleshooting video conferencing systems.
• IT COMPTIA certifications and at least two years of relevant experience.
• Basic understanding of networking concepts (TCP/IP, WAN/LAN, switches, firewalls, VPNs, SAN, wireless).