IT Support Analyst I

Your Impact:

• Workstation configuration, deployment, and troubleshooting with Windows 10 / Windows 11.
• Diagnose and resolve complex hardware issues.
• Installation of PBK approved applications, plugins, and toolsets.
• Monitor and resolve hardware and software issues through event logs and INC RMM toolset.
• Provide installation, troubleshooting, and guidance for PBK approved applications and software.
• Provide escalated support for all Level 1 escalations.
• Onboard new users and workstations, adhering to the established PBK onboarding policy.
• Offboard employees and workstations, adhering to established PBK offboarding policy.
• IT Analyst is required to complete a Service Desk ticket for all activity with thorough and complete documentation.

Here’s What You’ll Need:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent work experience.
• 2-3 years of experience in an IT support role.
• Provide second-level technical support for hardware, software, and network-related issues.
• Collaborate with Level 1 support analysts to escalate and resolve complex issues.
• Use remote support tools to troubleshoot and resolve technical issues.
• Perform root cause analysis and develop solutions to recurring issues.
• Document all employee interactions and support requests in the ticketing system.
• Communicate technical information to non-technical users in a clear and concise manner.
• Provide guidance and mentorship to Level 1 support analysts.
• Continuously update technical knowledge and skills to stay current with industry trends and advancements.
• Adhere to company policies, procedures, and best practices.
• Maintain cleanliness and organization in all IT spaces.
• Assist with the development and implementation of IT policies, procedures, and best practices.
• Escalate unresolved issues to Tier 3 support.
• Maintain a detailed, advanced working knowledge of PBK telephones, desktops, laptops, workstation peripherals, printers, network drives, PBK approved applications and plugins, and IT toolsets, including RMM and ticketing system.
• Have a working knowledge of Microsoft 365, specifically with Azure Active Directory, Endpoint Manager, Intune, and Autopilot.
• Complete documentation and ticketing thoroughly, completely, and accurately.
• Complete time entry and tickets in real-time.
• Address all open issues every business day, until resolved.
• Address escalations from Level 1 within the same business day.
• Complete a minimum of one certification per calendar year.
• Continued education and training is expected.
• Solid understanding of Windows operating systems and Microsoft Office Suite.
• Familiarity with architecture applications such as AutoCAD, Revit, SketchUp, Lumion, and Adobe products is a plus.
• Ability to troubleshoot hardware and software issues on laptops, desktops, printers, and other peripherals.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to prioritize and manage multiple tasks and responsibilities.
• Completion of CompTIA A+ Certification.
• Completion of Microsoft Exam MD102: Endpoint Administrator preferred.
• Completion of Microsoft 365 Certified: Fundamentals preferred.