IT Support Analyst

Responsibilities

• Respond to service desk tickets and outages via phone, email, or online systems, ensuring incident management and escalation when necessary.
• Provide second-level user support for hardware and software issues.
• Assist in hardware and software installation/configuration according to corporate policies and guidelines.
• Aid in troubleshooting and diagnosing hardware/software errors.
• Support PC replacement programs and emergency equipment exchanges.
• Provide hands-on assistance for IT project implementations.
• Help with local backup operations in alignment with corporate policies.
• Maintain confidentiality on all user data and related information.
• Perform miscellaneous job-related duties as assigned.

Qualifications

• A+ certificate or 1-2 years’ experience in an end user support environment
• 1-3 years of experience in MS Windows desktop operating system deployment.
• Basic understanding of Software Distribution and Patch Management tools.
• Experience with ITSM systems like ServiceNow.
• Basic knowledge of network infrastructure and security principles.

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