IT Support Analyst

Position: IT Support Analyst

Location: Seattle WA (Onsite)

Duration: 6 months.

Required:

· High School Diploma required

· 2+ years of hands on IT support experience in a professional capacity including 2+ years of experience demonstrating strong knowledge and practical use of Microsoft Office Suite of products Well-organized, reliable, and attentive to timelines

· Attention to detail and the ability to manage competing priorities

· Creative, flexible with solid troubleshooting skills

· Proven ability to function well in a team environment

· Strong verbal and written communications skills; ability to effectively communicate technical information to technical and non-technical audiences

Preferred:

· BS/BA degree preferred, but not required

· A+, Network+ Certifications (or similar)

· Mac OS X use and support

· Supporting Windows clients; Windows 7, 8.x, 10, and 11

· Basic computer networking

· Microsoft Office suite for Windows and Mac platforms

· Active Directory infrastructure

· Office 365 use and management

· Scripting in PowerShell or similar

Physical Requirements

Able to lift 25+ pounds

Sufficient dexterity to assemble/repair computer hardware, peripherals, and associated furniture.

Provide support to end-users

· Triage and assign tickets, taking ownership of assigned tasks.

· Troubleshoot Mac OS, Windows 8, Windows 10 , and Windows 11 operating systems.

· Install, configure and troubleshoot hardware, software, and peripheral components such as lab equipment, monitors, keyboards, printers, AV conferencing devices, and Cisco phones.

· Document work and contribute to knowledge base

· Triage and assign tickets as appropriate

· Taking ownership of assigned tickets and tasks

· Ensure that all tickets are properly supported and resolved in a timely manner.

· Create knowledge articles for use by users and teammates.

· Review knowledge articles and provide updates and changes to process as needed.

· Provide input and suggestions for efficiency/improvement for operational processes.

Manage workstations

· Deploy and decommission workstations.

· Troubleshoot system hardware (Apple and Lenovo) and manage repairs for defective devices.

· Create and maintain system/software deployment images and scripts.

· Manage hardware inventory and keep records of system location / movements.

Control access to systems

· Manage Active Directory users, security groups, distribution groups, service accounts, and computer objects.

· Follow documented processes to manage access to company resources.

Develop and streamline departmental processes

· Provide input and suggestions for efficiency/improvement for operational processes.

· Triage and assign tickets as appropriate

· Taking ownership of assigned tickets and tasks

· Ensure that all tickets are properly supported and resolved in a timely manner.

· Create knowledge articles for use by users and teammates.

· Review knowledge articles and provide updates and changes to process as needed.

· Provide input and suggestions for efficiency/improvement for operational processes.

Last updated on Sep 14, 2022