Job Description:

Under general direction, resolves daily IT desktop support issues, prepares technical documentation, manages IT Projects and works with end users on a daily basis. Analyzes IT requests and identifies solutions or escalates as needed. Individual will primarily troubleshoot computer, software, desk phone, cell phone and desktop peripheral equipment issues. Candidate is expected to have a working knowledge of server and network devices. Analyst will manage small scale IT Projects including planning, researching technical options, documenting standards and implementing solutions. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual provide hands-on help resolving issues.

Responsibilities

Provide primary support of incoming IT service requests to ensure courteous, timely, and effective resolution of issues
Make decisions based on existing procedures, processes or methods but able to think outside the box in order to ensure success
Escalate incidents with accurate documentation to suitable technician, when required
Prioritize incidents and service requests according to defined processes to meet defined SLAs
Provide services inclusive of installation, configuration, and support of computers, servers, networks, and associated equipment and software
Provide assistance with remote services including network monitoring, desktop support, and desktop patch management
Research solutions through internal and external knowledge base as needed
Identify and learn appropriate software and hardware used and supported by the organization
Develop help sheets and FAQ Lists for end users
Ensure compliance of company IT policies and procedures

Qualifications

One to three years help desk experience preferred
Strong knowledge of Microsoft products - Word, Excel, Sharepoint, Onedrive, Outlook and TEAMS
Technical knowledge of computer hardware – desktop, server, routers, switches
Strong service-oriented mindset and outgoing interpersonal skills
Working knowledge of IOS and Android devices
Knowledge and maintenance of anti-virus applications
Strong written and oral communication skills
Independent worker able to thrive with minimal supervision

Lambda Energy Resources

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Lambda Energy Resources | Information Technology Support Analyst | kalkaska, mi