IT Support Analyst

IT Desktop Support Analyst

The IT Desktop Support Analyst will be responsible for supporting the daily operation of JAM's IT help desk. This is a fast-paced position that will require you to provide assistance to internal employees through various forms of communication (in person, over the phone or through written communications). If you are energetic, customer service focused, and enjoy solving technical problems, this is the job for you.

Responsibilities:

• Provide friendly and helpful technical support to internal users requiring remote or onsite support for IT hardware and software, end-user printing, connectivity, and other infrastructure technical functions;
• Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the help desk;
• Install, configure, deploy, and manage computers and other IT devices in accordance with corporate standards;
• Play a strategic role in the on-boarding program from an IT perspective, ensuring users are up and running as soon as they join JAM;
• Utilization of the Fresh Service help desk ticketing system to manage tasks, requests for support, and day-to-day activities;
• Follow up with users to ensure full resolution of issues;
• Direct unresolved issues to the next level of support personnel;
• Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements;
• Assist with monitoring and maintaining inventory of all hardware and software in use by the company;
• Assist IT analysts with infrastructure applications/hardware and other duties as needed.

What We Are Looking For:

• 2+ years' experience in a similar IT support role and structured environment;
• A strong working knowledge of computer systems, hardware and software;
• Proficiency with Windows 10/11 in an enterprise environment;
• Professional experience troubleshooting Microsoft 365 (Mail, OneDrive, Teams, etc);
• Experience with daily management activities within Active Directory;
• Basic network knowledge and experience;
• Bonus Qualifications:
• Experience with Microsoft Intune and Windows Autopilot
• Related certifications (ie. CompTIA A+, Microsoft 365);
• Related Post-Secondary Education or College degree.
• Competencies:
• Excellent communication and interpersonal skills;
• Strong troubleshooting, analytical, and problem-solving skills;
• Resourceful; ability to research hardware and software issues in a thorough manner;
• Ability to work effectively and collaboratively as part of a team while demonstrating self-sufficiency;
• Ability to handle multiple priorities and manage available resources in a fast-paced environment;
• Demonstrated organizational ability and follow-through;
• Professional demeanor with a strong customer service focus;
• Interest in learning new technologies and keeping current with those used in the environment supported.