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    Information Technology Support Analyst - Dallas, United States - Career Techniques Inc.

    Career Techniques Inc.
    Career Techniques Inc. Dallas, United States

    1 week ago

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    Description

    *Full-Time, In-Office 5 days/week position - No exceptions*

    The Tier 1 IT Support Analyst will ensure office devices and technology are installed, configured, and maintained properly so our staff can be productive. This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task.

    Responsibilities:

    • Direct experience providing Tier 1 Support
    • Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.
    • Physical setup of workstations, laptops, and smartphones.
    • Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
    • Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
    • Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
    • Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
    • Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
    • Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
    • Set-up and provide user support for our video conferencing rooms and systems.
    • Train employees on use of devices and new/upgraded core enterprise software.
    • Occasional after-hours work for critical infrastructure updates and changes.
    • Proactively communicate all changes, updates, and outages to staff.
    • In-person office attendance in the Dallas area.

    Requirements:

    General

    • 1-3 years of experience in a similar position providing endpoint and infrastructure support.
    • Excellent team player with the ability to positively encourage and influence others.
    • Ability to multi-task with strong attention to detail.
    • Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly.
    • Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
    • Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.
    • Desire to learn and become familiar with new areas of technology.
    • Understanding of ITIL processes preferred
    • Knowledge of the Software Development Lifecycle (SDLC)

    Technical

    • IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
    • Experience with Active Directory, machine access changes, and various authorization controls.
    • Direct Microsoft 365 experience is required, including knowledge of Azure AD.
    • Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
    • Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)
    • Ability to isolate problems with end user devices and infrastructure.
    • Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
    • Creating, using, and updating scripts – Powershell is a plus – to automate daily tasks.
    • Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
    • Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)
    • Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)
    • Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
    • Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).
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