IT Support Analyst

The IT Support Analyst is responsible for providing technical assistance and support related to computer systems, hardware, and software. They respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

IT Support Analyst

Job Summary  

The IT Support Analyst is responsible for providing technical assistance and support related to computer systems, hardware, and software. They respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Key Responsibilities:

1. Technical Support:
• Provide first-level support to end-users for hardware, software, and network issues.
• Respond to support requests in a timely manner and document resolutions.
2. Troubleshooting:
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Resolve issues related to operating systems, software, and hardware.
3. Customer Service:
• Maintain a high level of customer satisfaction by providing prompt, efficient, and courteous service.
• Communicate effectively with users to understand their issues and provide clear, concise instructions.
4. Documentation:
• Create and maintain documentation for IT support processes and procedures.
• Document support activities, including the nature of problems and their resolution.
5. System Maintenance:
• Perform routine maintenance tasks on computer systems and networks.
• Install, configure, and update software and hardware components.
6. User Training:
• Provide training and guidance to users on software applications and IT processes.
• Develop user manuals and training materials as needed.
7. Collaboration:
• Work closely with other IT team members to resolve complex issues.
• Collaborate with other departments to understand their IT needs and provide appropriate solutions.

Skills and Qualifications:

• Technical Skills:
• Proficiency in Windows and Mac OS environments.
• Knowledge of network configurations and troubleshooting.
• Familiarity with various software applications and remote desktop applications.
• Analytical Skills:
• Strong problem-solving skills and attention to detail.
• Ability to diagnose and resolve basic technical issues.
• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to explain technical issues to non-technical users.
• Customer Service:
• Strong customer service orientation.
• Ability to handle stressful situations in a calm and professional manner.

Education & Experience:

• Bachelor’s degree or equivalent (in a computer related program) is required.
• Minimum of 5 years work experience in a related field, with increasing responsibilities for management and support of information systems and information technology.
• Database administration certification (SQL Server certifications would be considered an asset)
• Working knowledge of database design and data modeling principles
• Working knowledge of SQL Server Integration Services and SQL Server Reporting Services and Business Intelligence
• Previous experience with data warehouses / data marts and ETL tool experience an asset

Work Environment:

• The IT Support Analyst typically works in an office environment but may also provide remote support.
• May be required to work outside of regular business hours to address critical issues or perform system maintenance.