IT Support Analyst

It Support Analyst

We are a team of experts driven by our commitment to providing technologically advanced life safety and security solutions that protect lives, critical infrastructure, and valuable information. Due to our expertise and keen focus on customer service, Evergreen Fire and Security is a recognized leader in both the Federal Government and commercial markets, where we are entrusted to provide fire alarm, access control, intrusion detection, CCTV, mass notification, and other critical protection systems designed to meet their specific needs. Our success is primarily based on the experience and skills of the best and brightest employees in the industry. We are looking for an experienced IT Support Analyst to join this fantastic team.

The Role

This important role is the first point of contact for users seeking technical support. We are looking for someone with a combination of strong technical aptitude and customer service skills to troubleshoot and service IT requests. You will be involved in, and gain experience across, a wide spectrum of IT services including technical troubleshooting across hardware and software, basic networking equipment, system and user documentation, inventory tracking, systems updates, and working with all internal and external customers as it relates to service calls and user training.

Job Duties and Functions

• Investigate and troubleshoot application and hardware issues, escalating to level 2 team or vendors when needed
• Receives and closes IT requests within the realm of IT Support Analyst (or otherwise escalates to level 2 team)
• Provides technical support for both hardware and software issues encountered by staff and partners
• Leads initial problem-solving efforts, potentially involving outside vendors and other support personnel
• Willingness to "roll up sleeves" to tackle ambiguous or complex requests/issues
• Professional, friendly demeanor, using Teams chat, email, and phone for communication (in addition to in-person conversations on in-office days)
• Reliably keeps tickets and users up to date on open tickets
• Works with vendors/partners in addition to internal resources to effectively close requests and issues

• Sets up new computers and phones for users
• Configures new, modifies, and disables user accounts upon request and approval
• Installs application by request and approval
• Assists in project work for roll out of new technology and associated processes
• Contributes to and maintains system standards
• Repairs and recovers from hardware or software failures

• Thoroughly fills out new support tickets and provides timely updates to requesters
• Proactively creates knowledge base articles for IT team and user base when needed

• Responsible for planning and purchasing of equipment and resources as approved by leadership (e.g. peripherals, printers, ink, phones cases, etc.)

The Necessities

• Strong technical aptitude
• Outstanding customer service
• Working knowledge of Microsoft software applications, including MS Office Suite and Office 365, as well as applications specific to an IT support department
• Strong verbal and written communication skills
• Effective listener
• Ability to balance collaboration with getting things done
• Ability to work with minimal supervision and respond to requests for IT assistance after standard work hours
• Solid analytical skills
• Strong problem-solving skills
• Ability to learn autonomously

Nice To Haves

• Familiarity with:
  • M365 administration and Microsoft products
  • Ticketing/ITSM systems
  • Antivirus and cybersecurity basics
  • Basic networking
• 2+ years in IT support

The Benefits

• Competitive pay
• Paid Time Off (PTO)
• Paid holidays
• Medical, dental, and vision insurance plans
• 401(k) plan
• Up to 4% match available
• 100% vested from day one
• Healthcare flexible spending accounts
• Dependent care flexible spending accounts
• Employee Assistance Program (EAP)
• Company-sponsored group term life insurance
• Corporate perks program
• Opportunities to participate in voluntary benefits such as pet insurance, voluntary life insurance, disability insurance, long-term care, hospital indemnity insurance, critical illness insurance, legal services, identity theft protection, and accident insurance

Pay range is $33 - $38 per hour for well-qualified candidates. We also offer opportunities for training and advancement in a fast-paced, inclusive, and rewarding working environment. Evergreen Fire & Security is a US government contractor with sensitive access requirements. As our employee, you must also be able to satisfy federal government requirements for access to government information. Unless otherwise stated in the requirements section of an individual job listing, our positions require U.S. citizenship due to the level of access to sensitive information and/or restricted facilities. Evergreen Fire and Security is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.