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Summary:
We are seeking a dedicated, customer-oriented Level I/Level II IT Analyst to join our dynamic IT support team. This hybrid position is primarily based in our office, with flexible hours and opportunities for remote work. There may also be assignments that require on-site work at client offices. These positions would be responsible for deploying, support, and troubleshooting IT networks and their components across various sites. These components may include servers, desktop PCs, laptops, routers, switches, firewalls, access points, cameras, and other communications equipment.
Responsibilities:
Remote and On-Site Support:
- Provide first-line technical support to end-users via phone, email, and in-person.
- Visit customer sites to deploy, configure, and troubleshoot hardware and software issues.
- Ensure timely and effective resolution of technical problems to minimize downtime.
Hardware and Software Deployment:
- Install, configure, and maintain computer hardware, software, and peripherals.
- Assist with network setup and configuration, including routers, switches, and access points.
- Perform system updates, patches, and routine maintenance.
User Assistance and Training:
- Provide user support and guidance for IT-related issues and inquiries.
- Conduct basic training sessions for end-users on IT equipment and software usage.
Incident Management:
- Record and manage incidents and service requests in the ticketing system.
- Escalate complex issues to higher-level support when necessary.
- Track and follow up on open tickets to ensure timely resolution.
Documentation:
- Maintain accurate and up-to-date documentation of IT procedures, configurations, and user guides.
- Document resolutions and contribute to the knowledge base for future reference.
Collaboration:
- Work closely with other IT team members to ensure efficient IT operations.
- Participate in team meetings and contribute to continuous improvement initiatives.
Requirements
Education:
- High school diploma or equivalent required.
- Associate's degree in Information Technology or equivalent work experience (or home lab).
Experience:
- Previous experience in a technical support or help desk role preferred.
- Experience with hardware and software installation and troubleshooting.
- Basic understanding of computer networks and network troubleshooting.
Skills:
- Excellent customer service and communication skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and as part of a team.
- Familiarity with Windows and/or Mac operating systems.
- Knowledge of Microsoft Office Suite and common business applications.
Additional Requirements:
- Valid driver's license and reliable transportation for on-site visits.
- Ability to lift and move computer equipment as needed.
- Willingness to work flexible hours, including occasional evenings or weekends.
Benefits
- Profit Sharing Bonus Program: Eligible employees participate in a profit-sharing bonus program based on company performance.
- Health Plan: Group health plan available to employees.
- Transportation: Mileage reimbursement or a company vehicle provided for on-site visits.
- Training: Access to various training platforms for continuous learning and professional development.
- Vacation: Two weeks of paid vacation annually.
