JOB SUMMARY:

The IT Support Analyst provides support to the IT Applications Manager and IT Infrastructure Manager, to ensure proper computer operation so end-users can accomplish business tasks. This includes receiving, prioritizing by level of severity, documenting, elevating complex tasks to appropriate IT staff for proper completion of tasks, as well as actively resolving day-to-day end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Duties and Responsibilities:
· Ensure the efficient operation of local Information Technology services
· Works with end users and department heads to identify, document and maintain required network and application service levels
· Manages open task lists to ensure service level agreements with end users are met
· Updates and ensures accuracy of documentation, procedures manuals, and help sheets for network and application installations, including data, voice, video, and security systems
· Assist with IT infrastructure and applications used throughout the national organization
· Serve as the first point of contact for internal customers facing issues with client hardware, peripherals, applications, and infrastructure
- Provide technical support, troubleshooting, and issue resolution from end users via e-mail and telephone in a courteous manner
- Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- Builds rapport and elicit problem details from help desk customers
- Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician
- Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
· Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
· Identifies and learns appropriate software and hardware used and supported by the organization
· Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and installation of security software (e.g. anti-virus or anti-malware software)
· Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
· Tests solutions to ensure problem has been adequately resolved
· Performs post-resolution follow-ups to help requests
· Create and maintain documentation of existing software and systems including help sheets and frequently asked questions lists for end users
· Receives requests to set up new users (e.g. new hires), and coordinates prompt computer ordering, software and program installation, including appropriate user set up
· Maintains appropriate inventory level of new computers to meet corporate needs for new co-workers with supervision from Infrastructure Manager. Goal of providing fully set up computers to new co-workers in less than two weeks from notification.
· Prepares, maintains, and adheres to procedures for logging, reporting, and statistically monitoring network data
· Monitor systems and applications for performance, reliability, and security

KNOWLEDGE, SKILLS AND ABILITIES:

· 2-year computer science degree preferred or equivalent work experience; Bachelor’s degree with an information technology focus is preferred
· Microsoft and Cisco certifications a plus
· Working technical knowledge of networking equipment (Cisco, Cisco Meraki, and Ubiquiti), server / PC operating systems (Microsoft Windows and Linux) are preferred
· Working technical knowledge of current network hardware, protocols, and standards
· Experience working with Microsoft Active Directory, M365, and Microsoft systems and applications (including Intune deployment, SharePoint, OneDrive, Teams, and Exchange)
· Experience working with ticketing systems
· Hands-on hardware and basic business application troubleshooting experience is preferred
· Experience maintaining and producing internal documentation
· Knowledge of applicable data privacy practices and laws
· Strong customer service orientation
· Keen attention to detail
· Strong written and oral communication skills
· Ability to present ideas in user-friendly language
· Good interpersonal skills
· Ability to conduct research into networking issues and products as required
· Independent/Self-motivated Self Starter/Team Player
· Analytical and problem-solving abilities
· Ability to effectively prioritize and execute tasks in a high-pressure environment
· Experience working in a team-oriented, collaborative environment
· Critical thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
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· PPE as needed
Universal Expectations:
· Follows all Safety, Bio-Security, Environmental, and Animal Welfare Procedures
· Ensures compliance with and follows all OSHA and company safety regulations and procedures
· Ensures that all care is provided with respect to customer, client and co-workers’ rights
· Ensures a safe and clean work environment
· Maintains confidentiality
· Adheres to work schedules in completing and performing assigned tasks
· A trained designee will be appointed by management to cover for absences or vacancies
· Reports and takes necessary action to prevent food safety and food quality issues from occurring to support the production of Safe Quality Food (SQF)
· Performs other tasks as assigned
Job Types: Full-time, Permanent
Pay: From $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In perso

Please refer the Job description for details