IT Site Support Analyst

Core Responsibilities:

• Installing and configuring Dell Hardware & peripherals.

• Image, upgrade pc/MacBook hardware through MDT, SCCM and Symantec Ghost.

• Install programs/software with executables and SCCM software center.

• Performing data migrations using various tools such as OneDrive.

• Accurately track & document the installation and or removal of equipment in CMDB.

• Coordinate directly with end-user in setup of new device, shipping and return of old pc.

• Respond to post deployment application and hardware issues related to refresh.

• Experience with end-user virtual private network configuration (Pulse).

• Provide IT/AV conference support for onsite/offsite executive presentations, events, and meetings including wireless networking, telephony, projectors, speakers, clickers, and closed-network printer setups.

• Assist in employee On-boarding process, including equipment procurement & imaging.

• Utilize ticketing system to document service request and incidents.

• Escalate IT service and application operational issues to tier 3.

• MS Office 365 support knowledge, including Outlook Calendar and MS Teams support.

• Printer management including standard break/fix of hardware, software, and networking issues.

• Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure.

• Demonstrate ownership and manage executive incident resolution from end-to-end in a highly responsive manner.

• Strong task management skills: ability to prioritize, triage, resolve and escalate in an efficient and effective manner.

• Participate in weekly IT Site Support meeting.

• Participate in team projects that enhance the quality or efficiency of Service Desk delivery.

• Attend training and compliance sessions as required.

Basic Qualifications:

• Three or more years of experience in computer operations, or desktop support areas doing similar work as duties outlined above.

• CompTIA A+ Certification, MCSE, or other IT Certifications.

• Working knowledge of and experience with Windows10, Office365, Teams and SCCM.

• Experience with Inventory / Asset Tracking software.

• Ability to follow written IT policies and procedures.

• Strong communication and interpersonal skills.

• Strong organizational skills and a strong attention to detail.

• Ability to unboxing and disposal of OEM packaging.

• Routine transporting of items up to 30 lbs.