Description

Job Summary:

The IT Support Analyst - I role is to ensure proper computer operations, so that Thrive employees can utilize their corporate owned hardware and software without technical delays. This includes resolving technology Service Requests and Incidents submitted by the organizations team members, utilizing best-practice guidelines & standard operating procedures. Problem resolution may involve the use of ticket request tracking tools, assisting via virtual/in-person at the desktop level and directing 3rd party vendors for support, as required.

Responsibilities

• Routinely solve and close out Service and Incident requests composing of a wide range of topics.
• Utilize remote desktop and diagnostic tools to aid in troubleshooting issues.
• Support the M365 environment.
• Troubleshoot and fix common workstation issues within a primarily Windows environment.
• Troubleshoot and fix printers of various make and model within the organization.
• Support and provide technology assistance prior to and during onsite events.
• Deploy pre-packaged software as required, using automated deployment tools and change management best practice.
• Travel to and support individual locations with routine IT issues and local PIMs systems, as required.
• Understand and know when to escalate incidents, adding clear and concise notes to higher echelon technicians or vendors within a timely manner.
• Conduct post-resolution follow-ups, record and document the service desk incident-solving process, ensuring other team members can utilize this information for future requests.
• Provide suggestions for continuous department improvement.
• Identify and voice ticket trends to automate resolutions in efforts to improve the overall efficiency of the team.
• Demonstrate exceptional communication skills via an easy-to-understand description of the resolution, to non-technical team members.
• Consistently “do the right thing” and provide above and beyond assistance to your internal team members and all members within our organization.
• Empathetic customer service mentality, ensuring that the requestor knows you are here to help.

Work Conditions

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Ability to consistently work a 40-hour work week, including occasional evening and weekend hours.
• Capable of routinely working 50% onsite.
• Up to 25% travel time may be required.

Key Qualifications:

• College diploma or university degree in the field of computer science OR 1 year of relevant work experience.
• Experience with Microsoft 365 environments.
• Customer Service Mentality.
• Ability to work in a high-paced, collaborative, team-oriented environment.
• IT industry certifications are preferred.