What this Job Entails: The IT Support Analysts will help in resolving a variety of technical problems. Scope: • Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions • Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members Your Roles and Responsibilities: • Field incoming help requests from end users in a courteous manner. • Document all pertinent end user identification information, including name, department, contact information, and nature of problem. • Build rapport and elicit problem details from help desk customers. • Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician. • Apply diagnostic utilities to aid in troubleshooting. • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Identify and learn appropriate software and hardware used and supported by the organization. • Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training. • Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position Required Qualifications/Skills: • Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience • Networks with senior internal and external personnel in own area of expertise • Demonstrates good judgment in selecting methods and techniques for obtaining solutions • Knowledge of basic computer hardware and software • Familiarity with desktop and server operating systems • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills • Ability to conduct research into a wide range of computing issues as required • Ability to present ideas in a user-friendly manner • Analytical and problem solving abilities • Exceptional customer service orientation Preferred Qualifications: • Knowledge of various operating systems and databases • Knowledge of various programming languages Physical Demand & Work Environment: • Must have the ability to perform office-related tasks which may include prolonged sitting or standing • Must have the ability to move from place to place within an office environment • Must be able to use a computer • Must have the ability to communicate effectively • Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers