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- Manage daily ticket volume on the Service Desk while adhering to ticket handling processes.
- Mentor and lead the team in utilizing, updating, and improving operational processes and tools.
- Provide or oversee vendor support to resolve service, hardware, and software incidents within SLA.
- Lead efforts to create, enhance, and maintain the Service Desk knowledge base.
- Actively respond to network monitoring alerts and adjust monitoring for positive outcomes.
- Ensure consistent patching of IT systems.
- Manage ticket escalations, updates, and communication to achieve business objectives.
- Quickly triage, escalate, or resolve IT incidents.
- Participate in service reviews and QA assessments.
- Liaise between the Service Desk and Advanced Support for escalations.
- Assist in documenting new processes and procedures while maintaining the knowledge base.
- Perform duties of Service Desk Analyst 1 and other assigned tasks.
- 5+ years of experience as a support analyst
- Understanding of virtual systems (VMWare, Citrix, Hyper-v).
- Proficiency in supporting Windows and Linux systems.
- Familiarity with networking fundamentals (OSI model, TCP/IP, routing, switching).
- Knowledge of storage and backup technologies preferred.
- Understanding of LAN/WAN security best practices.
- Knowledge of firewalls, routers, switches, IDS/IPS, and VoIP technologies.
- Familiarity with ITIL principles..
- Ability to work independently and collaboratively to achieve business goals.
- Effective escalation point for internal and external clients, ensuring positive outcomes.
- Solution-oriented communication skills.
Senior IT Support Analyst - North Carolina, United States - Apex Systems
Description
Senior IT Support Analyst - Onsite in Courtney, NC - Direct Hire - $50k-$63k/yr - W2 Only
Location: This position is on-site Monday-Friday in the Courtney, NC with some travel
Duration: Permanent, Direct-hire
Responsibilities:
Experience: