IT Support Analyst at Carbon Direct

Overview:

We are seeking a highly skilled and motivated IT Support Analyst to join our dynamic IT team. The ideal candidate will be responsible for providing technical assistance and support to our internal users, ensuring the smooth operation of our IT systems and infrastructure. The IT Support Analyst will play a crucial role in diagnosing and resolving hardware and software issues, implementing solutions, and maintaining a high level of customer satisfaction.

Responsibilities and Duties:

End-User Support:

• Provide timely and effective technical support to end-users, addressing hardware and software issues via in-person, phone, email, or remote assistance.
• Troubleshoot and resolve hardware, software, and network-related problems to minimize downtime and ensure seamless operations.

System Maintenance and Monitoring:

• Conduct routine system maintenance tasks, including software updates, patches, and system configurations.
• Monitor system performance and respond to alerts, ensuring the stability and security of the IT environment.

Hardware and Software Deployment:

• Assist in the installation, configuration, and deployment of hardware and software components.
• Collaborate with other technical teams to implement and test new technologies to enhance overall system efficiency.

Documentation:

• Create and maintain comprehensive documentation for IT procedures, troubleshooting steps, and system configurations.
• Develop and update user guides to facilitate self-help solutions for common technical issues.

User Training:

• Conduct training sessions for end-users on new technologies, software applications, and IT best practices.
• Provide guidance to users on security awareness and data protection measures.

Collaboration:

• Collaborate with IT team members and other departments to resolve complex technical issues and contribute to ongoing projects.
• Work closely with external vendors to escalate and resolve issues when necessary.

Qualifications:

• Proven experience as an IT Support Analyst or in a similar role and/or Bachelor's degree in Information Technology, Computer Science, or related field.
• Experience with mobile device management (MDM) such as Jamf, Mosyle, Microsoft Azure, Rippling, etc.
• Experience with Identity Access Management (IAM) such as Google Workspace, Microsoft, Rippling, etc.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent are a plus.

Salary

$85,000-$104,000