IT Support Analyst

The IT Support Analyst provides support for the company's staff at a Tier II capacity, working in coordination with Tier I service desk agents to resolve escalated IT incidents. This position will document incidents, problems, and changes using ITIL best practices and service tools.

• Incident Management activities according to documented process, procedures, and work instructions
• Incident registration, initial support & classification and updates for ongoing Incident records
• Provide the end-user with status updates concerning Incident records
• Identify opportunities for improvements to applications and technology services
• Provides end-user technical support on key applications (including but not limited to FileMaker, Epicor, Adobe Acrobat, Microsoft Office, and DocuSign; telephony services; internally developed applications and reporting systems)
• Network administration, projects and troubleshooting
• Adds, edits, and removes user access privileges
• Application configuration
• Identifies systems training needs for the organization and individual users and assists training department in development of training materials
• Runs exception reports and works with users to help correct data irregularities
• Assists with data cleanup efforts
• Assists with application testing
• Other duties as assigned by manager

Education & Experience

Required:

• Bachelor's degree or equivalent work experience
• 1-3 years of help desk experience utilizing ITIL (Incident Management, Change Management, Problem Management)
• Previous experience supporting Apple iOS (iPhones/iPads)
• Previous experience with Service Now or other ITSM systems

Preferred:

• 1-3 years of desktop service experience

Knowledge & Skills

• Proficiency with Microsoft Office; Windows 10 operating systems; Windows 2012/2016/2019 Servers; Active Directory
• Understanding of computer networking, routing and switching
• Strong knowledge of relevant software computer applications and equipment
• Exceptional customer service skills and phone etiquette; effective listening skills
• Strong sense of urgency and superior time management skills
• Demonstrated organizational, teamwork, and interpersonal skills
• Demonstrated ability to work independently and successfully manage multiple tasks at one time
• Ability to perform all job duties while maintaining compliance with regulatory requirements including HIPAA, PCI, and Sarbanes-Oxley