IT Support Analyst

Description

Essential Job Functions Performs onsite installation or replacement of various hardware, video, and software components. Performs diagnostic testing and analyzes test results in order to resolve the issue. Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, video conference rooms, and the network. Triage Tier 2 and Tier 3 trouble tickets. Resolve network switch and connectivity issues. Collaborate with development staff to recreate issues in the test environment. Verify with the customer that the issue has been resolved and update the ticketing system. Interface with infrastructure, database, and development personnel. Communicate the plan, progress, and issues in a timely manner. Initiates escalation as appropriate to ensure management awareness Actively contributes to ongoing process improvement. Performs other duties or special projects as assigned. Ability to complete multiple simultaneous projects in a timely manner. Determines root cause of problems and identifies workarounds or permanent fixes. Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists. Escalates issues to Tier 3 support when the issue exceeds their skill set. Serves as Subject Matter Expert (SME) for IT desktop support, including Mac OS. Writes automated routines and programs using common desktop software. Actively participates in end user and Service Desk Analyst training by providing materials, conducting training, or attending training in the role of SME. Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime. Administers, updates, and troubleshoots corporate telephony system. Other duties as directed by the Desktop Manager.