COMPANY SUMMARY:

We have been a leading construction company specializing in Restoration and Waterproofing since 1918. Our commitment to excellence and innovation has established us as a prominent name in the industry.

JOB SUMMARY:

We are looking for a talented IT Support Analyst to join our team. Your role will involve managing and resolving technical issues while maintaining high levels of customer satisfaction.
IT Support Analyst responsibilities include diagnosing and troubleshooting software and hardware problems, resolving network issues, and educating users to maximize and efficiently use software and hardware resources. You will provide technical support and assistance to our employees and contractors, ensuring smooth operations across our construction sites and offices.
The ideal candidate will have strong technical skills and be able to communicate effectively to understand the problem and explain its solution.

Key Responsibilities:

• Provide user support and help resolve technical issues
• Troubleshooting hardware, software, and network issues.
• Manage the help desk queue, respond to tickets, and resolve issues promptly or escalate as needed.
• Install, configure, and maintain desktop hardware, software, and peripherals.
• Set up and support mobile devices (smartphones, tablets) and ensure connectivity.
• Collaborate with other IT team members to resolve complex issues and implement solutions.
• Document and maintain records of help desk requests, resolutions, and equipment inventory.
• Assist in user training (Phishing, O365 Suite, etc.) and support new technology implementations.
• Ensure compliance with company policies and procedures regarding IT security and data protection.
• Documenting procedures, operations, and issues for future reference
• Stay current with industry trends and technologies to provide proactive support and recommendations.

EDUCATION REQUIRED:

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred

EXPERIENCE, KNOWLEDGE AND ABILITIES REQUIRED:

• Proven work experience as an IT Support Analyst, helpdesk, or a similar role, with increasing levels of responsibilities
• Minimum of 3-5 years of experience
• Strong knowledge of computer systems, hardware, and software, including installation, configuration, and troubleshooting.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
• Strong interpersonal and communication skills, with a focus on providing quality customer service to end-users
• Ability to work independently and collaboratively in a team environment
• Prior experience in customer service or technical support is a plus.

• Provide user support and help resolve technical issues
• Troubleshooting hardware, software, and network issues.
• Manage the help desk queue, respond to tickets, and resolve issues promptly or escalate as needed.
• Install, configure, and maintain desktop hardware, software, and peripherals.
• Set up and support mobile devices (smartphones, tablets) and ensure connectivity.
• Collaborate with other IT team members to resolve complex issues and implement solutions.
• Document and maintain records of help desk requests, resolutions, and equipment inventory.
• Assist in user training (Phishing, O365 Suite, etc.) and support new technology implementations.
• Ensure compliance with company policies and procedures regarding IT security and data protection.
• Documenting procedures, operations, and issues for future reference
• Stay current with industry trends and technologies to provide proactive support and recommendations