We are seeking a dedicated and knowledgeable IT Support Analyst to join our team. The ideal candidate will be responsible for providing technical assistance and support to our internal users, ensuring their technological needs are met efficiently and effectively, including support for field and mobile devices.
Position Responsibilities and Duties:
- Support HEI’s commitment to innovation and staying ahead in technology trends, providing end users with the chance to use cutting-edge projects and solutions.
- Stay up to date with technological advancements and industry best practices for field and mobile device management.
- Provide first-level technical support for hardware and software issues, troubleshooting problems via phone, email, and in-person assistance to ensure timely resolution.
- Assist with technology procurement, including researching and recommending hardware and software solutions for field and mobile use.
- Install, configure, and maintain computer hardware, software, and peripherals, including mobile device management (MDM) solutions.
- Manage the onboarding process for new employees, including account creation, equipment setup, and orientation on IT policies. Facilitate offboarding by ensuring the secure retrieval of company assets and the deactivation of accounts.
- Diagnose and resolve technical issues, including troubleshooting hardware and software problems on desktops, laptops, mobile devices (smartphones, tablets), and field equipment.
- Collaborate with other IT team members to improve systems and processes related to field and mobile device support.
- Create and maintain documentation for IT processes, procedures, and troubleshooting guides, with a focus on field and mobile device support.
Skills and Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field preferred. Previous experience and certifications will be considered in lieu of a degree.
- Proven experience working in an IT support role or similar position, with specific experience in supporting field and mobile devices.
- Strong knowledge of computer hardware, software, operating systems, and mobile device platforms (iOS, Android).
- Proficient in managing user accounts, group policies, and security settings within Active Directory.
- Experience with mobile device management (MDM) solutions and remote support tools.
- Excellent troubleshooting and problem-solving skills, with the ability to diagnose and resolve issues on various devices.
- Experience in tracking and managing IT assets throughout their lifecycle, including inventory management and compliance.
- Strong problem-solving skills with the ability to diagnose and resolve hardware and software issues effectively.
- Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician, Mobile Device Management) are a plus.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Work Environment:
- Office-based work with varying temperatures.
Job Type: Full-time, Non-exempt
Salary: Based on Experience
Benefits:
- Health Insurance
- Paid Time Off
- 401k
- Six paid holidays
- $10,000 Employer paid life insurance
