IT Support Analyst

RESPONSIBILITIES
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software
• Assess and prioritize daily ticket workload aligning with ITIL best practice and in accordance with established SLAs
• Be familiar with and troubleshoot meeting room and A/V issues
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
• Maintain inventory records of all hardware and software assets within the asset management system
• Adhere to established processes including but not limited to; Asset, Incident, Request, Knowledge and Problem management
• Read technical manuals, confer with clients, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
• Confer with staff, and management to establish requirements for new systems or modifications
• Develop training materials and procedures, and/or train users in the proper use of hardware and software, as well as management of training tools or websites
• Ensure both the IT and Customer Knowledge Base is kept up to date with concise and coherent documentation related to all client focused technologies, and incident resolutions
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Prepare evaluations of software or hardware, and recommend improvements or upgrades
• Inspect equipment and order forms to prepare for delivery to clients
• Monitor and utilize device management tools for optimal client functionality
• Answer client inquiries regarding computer software and hardware operation to resolve problems
• Enter commands and observe system functioning to verify correct operations and detect errors
• Conduct office improvement studies, including workflow analysis, space design, and cost comparison analysis for hardware\software
• Oversee the daily performance of computer systems

REQUIREMENTS
• A minimum of 3 years experience in an IT performance analysis and end-user support role
• Technical certification: At minimum any 2 of; A+, M365 Fundamentals, MTA: Windows OS Fundamentals, M365 Certified MDAA or equivalent required
• Expert Knowledge of current PC and Mobile operating systems
• In-depth and current knowledge of computer programs and hardware including current versions of MS Office and database systems
• Basic knowledge of current computer network technologies including local area network and wide area network
• Basic knowledge of current Windows server operating systems
• Experience working with MDM technologies, and MS SCCM a plus
• ITIL Foundation certification preferred

Contact: craig@invenio-global.com/ DD: +1 345 936 1765