IT Technical Analyst (Project Management)

Job Summary:

The IT Technical Analyst provides technical end-user support, serving as the first point of contact for technical assistance requests. This role is responsible for troubleshooting, diagnosing, and maintaining IT equipment to ensure optimal performance, while ensuring a high level of customer satisfaction through timely resolutions or escalation of issues to senior IT resources.

Essential Functions:

• • Serve as the first point of contact for technical assistance requests via phone, email, or in person.
  • Diagnose and resolve hardware and software issues, following established procedures.
  • Perform onsite and remote troubleshooting, using diagnostic techniques and pertinent questioning.
  • Assist with the deployment and upgrading of laptops, PCs, tablets, and other devices.
  • Ensure hardware and software are properly configured for optimal functionality.
  • Escalate unresolved issues to senior IT resources for further resolution.
  • Collaborate with IT management to ensure complex issues are handled efficiently.
  • Keep accurate documentation of resolutions, root cause assessments, and IT requests.
  • Provide follow-up updates on the status of IT requests and document all actions taken.

Additional Responsibilities:

• Assist in system installations, upgrades, and configuration as needed.
• Maintain inventory of IT equipment and supplies.
• Provide training or support for less technical staff members when needed.
• Participate in ongoing IT projects and initiatives to improve system performance.

Education:

• Associate degree (or relevant coursework) in computer science or related technology field.
• Additional IT certifications preferred (e.g., CompTIA A+, Microsoft Certified IT Professional).
• 5+ years of work experience in IT, with hands-on experience troubleshooting Microsoft Windows desktops, laptops, RF guns, and printers.
• Experience with network support, both wired and wireless.
• Familiarity with Microsoft Operating Systems and Active Directory/Office 365 administration is a plus.

Knowledge, Skills, and Abilities (KSAs):

Proficient in troubleshooting hardware, software, and network issues.

Knowledge of Microsoft Operating Systems, RF equipment, and network configuration.

Ability to explain technical solutions in simple, user-friendly terms.

Strong verbal communication skills for effective customer interaction.

Strong analytical skills to diagnose issues and implement solutions.

Ability to resolve problems independently, and escalate when necessary.

Precision in documenting technical issues, resolutions, and IT request statuses.

Careful attention to system configurations and troubleshooting processes.

Ability to prioritize multiple tasks and stay focused on deadlines.

Able to manage tasks independently and work efficiently without supervision.

Ability to lift up to 50 lbs. and work in tight spaces or under desks.

Capability to sit or stand at a workstation for extended periods of time.