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Title
Text copied to clipboard!IT Support Analyst
Description
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We are looking for an IT Support Analyst to join our dynamic technology team. The ideal candidate will be responsible for providing first and second-line technical support to internal users, ensuring the smooth operation of hardware, software, and network systems. This role requires a strong understanding of IT systems, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical users.
As an IT Support Analyst, you will be the first point of contact for IT-related issues and requests. You will diagnose and resolve technical problems, install and configure hardware and software, and escalate complex issues to higher-level support teams when necessary. You will also be involved in maintaining IT documentation, managing user accounts, and supporting IT projects.
The successful candidate should be customer-focused, detail-oriented, and capable of working independently as well as part of a team. You should have experience with Windows and Mac operating systems, Microsoft Office Suite, Active Directory, and basic networking concepts. Familiarity with ITIL practices and ticketing systems such as ServiceNow or Jira Service Desk is a plus.
This position offers an excellent opportunity to grow your IT career in a supportive and fast-paced environment. You will gain hands-on experience with a wide range of technologies and contribute to the continuous improvement of IT services within the organization.
Responsibilities
Text copied to clipboard!- Provide first and second-line technical support to end-users
- Troubleshoot hardware, software, and network issues
- Install, configure, and maintain computer systems and applications
- Manage user accounts and permissions in Active Directory
- Document technical procedures and solutions
- Escalate unresolved issues to appropriate support teams
- Monitor and respond to IT support tickets in a timely manner
- Assist with onboarding and offboarding of employees
- Support IT projects and system upgrades
- Ensure compliance with IT policies and security standards
Requirements
Text copied to clipboard!- Bachelor’s degree in Information Technology or related field
- 1-3 years of experience in IT support or helpdesk role
- Strong knowledge of Windows and Mac operating systems
- Familiarity with Microsoft Office 365 and Active Directory
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
- Excellent problem-solving and communication skills
- Ability to prioritize and manage multiple tasks
- Experience with ticketing systems like ServiceNow or Jira
- Customer-focused mindset with attention to detail
- ITIL certification is a plus
Potential interview questions
Text copied to clipboard!- How many years of experience do you have in IT support?
- Are you familiar with both Windows and Mac operating systems?
- Have you worked with Active Directory and Office 365?
- Can you describe a time you resolved a complex technical issue?
- What ticketing systems have you used in previous roles?
- Do you have any IT certifications such as ITIL or CompTIA?
- How do you prioritize multiple support requests?
- Have you supported remote users or worked in a hybrid environment?
- What is your approach to documenting technical procedures?
- Are you comfortable working independently and in a team?
