The IT Support Analyst will be responsible for the technical support of our agents and end users. The individual in this role performs appropriate issue diagnosis and guides users through step-by-step solutions as well as clearly and effectively communicates technical solutions in a user-friendly, profession manner. The individual works as part of a team to provide a number of support services in a Windows desktop environment by analyzing and resolving the reported issue. Tasks include end user support, license tracking, and PC maintenance, hardware and software upgrades, and device configuration and management.

Main Duties and Responsibilities Include:

• Provide IT support for Brightway end users
• Ensure timeliness of response and resolution of tickets tracked in our Salesforce system
• Client technology management (Hardware, configuration, operating systems, upgrades)
• Client Patch management and security (backups, antivirus, malware)
• Operating system maintenance (fixes, patches, new version, migration)
• IT Asset Management - Maintain inventory of all equipment, software and software licenses.
• Troubleshoot core business applications such as RingCentral, Vertafore AMS, Envision, and EZLynx
• New hire/termination equipment handling
• Creation of user accounts, profiles, file shares, access privileges, monitoring of usage, and resolving user access issues
• Assist with the management of Active Directory and Group Policies
• Ability to work with users both remotely (phone, email, screen share), as well as in person

Required:

Experience with Imaging, Scripted Installations, Active Directory, Powershell, Group Policy

• Good communication skills and patience working with users
• Be proactive, creative and willing to analyze and solve problems quickly
• Be a go getter, have a sense of humor and a willingness to have fun

Education and Experience Requirements

• Associate or Bachelor’s Degree or will consider high school graduates with related experience
• 1 year or more experience supporting PC and laptops in a business network setting.
• Strong knowledge of Windows Operating Systems (7, 10), MacOS, and Microsoft Office Suite