Job Title: IT Support Analyst
Job Description
Principal Duties & Responsibilities
* Supports troubleshooting efforts to identify routine and moderately complex problems.
* Follows standard operating procedures.
* Seeks out learning opportunities and feedback to increase own knowledge and skill using internal and external training resources.
* Provides first or second level support to resolve problems with products, applications, and devices.
* Communicates with project lead via email and direct conversation to provide project status updates and information about impending obstacles.
* Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
* Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
* Understands the importance of contributions from individuals of varying backgrounds, locations, and cultures.
* Completes moderate technical tasks assigned by more senior personnel.
* Follows procedures for incident escalation and notification to appropriate resources.
* Resolves routine problems and attempts to resolve complex problems.
* Reviews information (e.g., procedures, installation, configuration) related to new support.
* Adapts to moderate changes and setbacks in order to manage pressure and meet deadlines.
* Contributes to the knowledge repository for routine and moderately complex technical support.
Minimum Qualifications
* High School Diploma or equivalent.
* 1+ years experience in IT or Engineering Support or related area. 1+ years experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Preferred Qualifications
* Bachelor's degree in IT-relevant field.
Physical Requirements
* Frequently transports between offices, buildings, and campuses up to 2 miles.
* Frequently transports and installs equipment up to 40 lbs.
* Performs required tasks at various heights (e.g., standing or sitting).
* Monitors and utilizes computers and test equipment for more than 6 hours a day.
* Continuous communication which includes the comprehension of information with colleagues, customers, and vendors both in person and remotely.
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