POSITION SUMMARY

The Intermediate IT Support Analyst provides technical support to users, for both hardware and software systems. This includes actively resolving escalated end-user help requests, documenting and communicating technical solutions in a user-friendly manner, and conducting end-user training when necessary. This individual is also responsible for monitoring and maintaining all hardware inventory levels and facilitating hardware repairs where possible.

EDUCATION

• CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification is preferred.

EXPERIENCE

• 3 to 6 years of experience in a help desk or desktop support capacity, or equivalent.
• Knowledge in iPhone troubleshooting is an asset.

KNOWLEDGE, SKILLS, & ABILITIES

• Skilled in problem diagnosis relating to hardware, software and networking issues.
• Strong analytical thinking and problem-solving skills.
• Exceptional customer service, written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills.
• Excellent organizational, time management and record-keeping skills, with attention to detail.
• Highly self-motivated and directed, with a keen desire to learn and grow.
• Proactively seeks and accomplishes tasks that lead to a safe, efficient, and productive work environment.

Please refer the Job description for details