IT Support Analyst

hace 2 semanas

Hermosillo, México Intugo A tiempo completo

**Description**

**DESCRIPTION**
The IT Support Analyst’s role is to elevate end-user support services and guide the
IT Support Analyst(s) in maintaining and improving the users’ productivity while
providing the customers with a good experience when they request assistance. This
includes leading the team in analyzing and resolving end-user hardware and software issues in a timely and accurate fashion, providing end-user training where required, and gaining an understanding of the users’ needs and work habits so IT can proactively deploy appropriate services and tools leading to increased productivity. The IT Support Analyst also serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.

**RESPONSIBILITIES**:

- Must establish a strong relationship with the business stakeholders, the General
(Office) Manager, the direct supervisor.
- Coach IT Support Analyst(s) as needed.
- Conduct team meetings in the absence of the team’s leadership.
- Monitor work orders and incident management system to ensure timely
resolution of all tickets.
- Manage, troubleshoot and resolve cases with standard, high and critical
severities.
- Assist with process improvements for the Corporate IT User Support Operations.
- Oversee IT process for onboarding and offboarding employees including
administering and maintaining end-user accounts, permissions, and access
rights.
- Support VPN connectivity software preferably with ForiToken security key.
- Support remote users through a variety of connectivity options.
- Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops/Apps,
and vendor's technical support group as needed to further enhance streaming
performance and help troubleshoot system outages.
- Work with various Corporate IT groups to plan, test, and implement desktop
- Document procedures and conduct transfer of knowledge to IT Support
Analyst(s) as needed to ensure proper and timely support services to the user
community.
- Responsible for site’s asset management which includes hardware and software
inventory assessment and works with the IT Support Analyst Lead to establish
and update procurement threshold.
- Responsible for office conference room support which includes maintaining,
troubleshooting, and supporting AV systems.
- Provide Corporate IT Priority Support to the Corporate Executive team as
needed.
- Responsible for imaging computers and assisting with maintaining imaging
servers and updating images.
- Assist the IT Support Analyst Lead in managing local servers including file, print,
and backup servers and their associated operating systems and software.
- Assist the IT Support Analyst Lead in managing all local network hardware and
equipment, including routers, switches, hubs, and UPSs.
- Ensure network connectivity of all workstations.
- Administer all IT equipment, hardware and software upgrades/refreshes.
- Assist the IT Support Analyst Lead in performing system backups and recovery.
- Work on special projects.

**REQUIREMENTS**

**Education & Certification**:

- B.S. degree in the field of Information Technology and a minimum of 5 years of
equivalent work experience are required.
- Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus

**Knowledge & Experience**:

- Mentoring/coaching team members.
- Working technical knowledge of network and PC operating systems, including
Active Directory, Windows 10, and VPN
and Microsoft Office 365.
- Working technical knowledge of current network hardware, protocols, and
standards including Dell servers.
- Hands-on hardware troubleshooting experience with Dell and Lenovo desktops
and laptops.
- Experience with virtualization or virtual machine such as Hyper-V or VMware
- Working technical knowledge of computer imaging tools.
- Working knowledge of MAC Mini and Macbook Pro would be TERRIFIC
- General knowledge of IT security practices.

**Personal Attributes**:

- Strong written and oral communication skills.
- Strong interpersonal skills.
- Ability to conduct research into networking issues and products as required.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.

Tipo de puesto: Tiempo completo, Por tiempo indeterminado

Salario: $22,000.00 al mes

Horario:

- Lunes a viernes

Experiência:

- Active Directory: 5 años (Obligatorio)
- Microsoft Office 365: 5 años (Obligatorio)

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

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