Job Details

SUMMARY

The Technical Support Analyst is responsible for execution of the overall end user IT support function.  Primary responsibilities include diagnosing and resolving incoming IT requests, building, configuring, installing and upgrading end user laptop and desktop hardware and software as well as printers and other peripheral devices.  The Technical Support Analyst will also be responsible for performing recurring IT operational and preventative maintenance tasks and closely monitoring and maintaining content of the IT help desk system while staying in regular communication with the end user community.  You will work hands on with a wide range of technologies across multiple lines of business.  Success in this job revolves around a balance of professionalism, time management, communication, eagerness, solid technical problem solving skills and a strong focus on customer service.

Position Duties:

1. Establish and maintain network security for both external and internal users. Setup user accounts and corresponding access rights to various multi-user applications and data folders.
2. Keep accurate records of help desk support calls, service requests, hardware and software inventory.
3. Performing network and system recovery operations when required. Assist the Vice President of Information Technology in set up and maintenance of the organization’s network disaster recovery and business continuity processes.
4. Allocate and manage network disk space, user folders and the organizations’ email boxes.
5. Monitor network performance and resources at headquarters and branch locations. Take necessary actions to maintain optimal network operation
6. Provide end user help desk support for hardware, software and peripherals Perform basic hardware repairs and upgrades as necessary.   Communicate effectively with external hardware and software support suppliers when necessary.
7. Maintain and support all data networks used in organization operations.
8. Assures all systems and software installations conform to corporate and departmental policies, standards and requirements.
9. Document IT processes and procedures, maintain a IT help desk knowledgebase.
10. Handle highly confidential information/material.
11. Provides coverage for other members of the IT team when necessary.
12. Perform other assignments and duties as required.