Support Analyst
Core
Respond to user inquiries and outages regarding technology and computer systems, including manufacturing applications, account maintenance, printing, office productivity tools, operating systems, mobile devices, network connectivity, and remote access.
Role type
Senior IC IT Support Analyst
Builds
IT support services and user account management
Domain
Enterprise IT / Managed Services
Deliverable
client delivery
Required skills
Active Directory, Microsoft Exchange/Outlook, Cisco Unified Communications, VOIP, cybersecurity (antivirus/firewall), Windows OS, Oracle, mobile device management, VPN, remote desktop, ITIL, service desk software
Preferred skills
Bachelors degree in CS/IT, relevant technical certifications
Technologies
Active Directory, Cisco, Firewall, Oracle, Windows, iOS, LAN
Responsibilities
Troubleshoot hardware and software issues via phone, email, or in person; manage user account lifecycle (additions, changes, terminations) per security policies; log and track incidents in service desk software; analyze service trends to recommend process improvements; create and maintain knowledge base content; prepare test data for audits.
Seniority
Senior, hands-on IC
