IT Analyst

We are seeking an experienced IT Analyst. Under the general supervision of the Director, Support Services, Helpdesk Support provides technical support to all company end-users by identifying, researching, and resolving technical problems.

Responsibilities of IT Analyst, Helpdesk Support

· Answer inquiries directed to IT Support Services via phone and RGP Support Portal.

· Resolve and document end-user incidents utilizing remote access tools and the Freshservice WMS.

- Supported Operating Systems: Microsoft Windows 7, 10; Server, 2008, 2012, 2019

- Supported Software: Microsoft Office 2010, 2016; MS Teams, MS OneDrive, MS SharePoint, Google Chrome, Internet Explorer, Cisco Jabber, Go2Assist, Dameware

- Supported Industry-Specific Software: Workday, Salesforce and Bond Adapt.

- Supported Hardware: Laptops, Desktops, Printers, Active Sync Devices, Copiers/Fax Machines, Phone & Voicemail Systems.

· Configure desktop and laptop computers for end-users.

· Create and maintain Active Directory accounts, e-mail accounts and group distribution lists.

· Modify / Create O365 accounts using MS O365 Admin portal.

· Manage company IT assets by ensuring that all technical assets are accounted for.

· Establish voice mailboxes using Cisco Unity Connection (10.5.2)

· Configure Cisco phones and directory numbers using Cisco Unified Call Manager (10.5.2).

· Troubleshoot phone and voicemail issues.

· Perform software and security upgrades as needed.

· Support the IT function of the company by executing special projects.

REQUIREMENTS:

Minimum two to four years of technical support and customer service experience

Bachelor’s degree or equivalent from an accredited four-year university is preferred

Install equipment, machines, wiring, and/or programs to meet specifications

Prioritize work and manage multiple tasks at one time