IT Support Analyst

The day to day:

• Serve as the primary contact for internal users seeking technical assistance, including troubleshooting hardware, software, and network issues.
• Diagnose and resolve technical problems via phone, email, and in-person support.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Manage and prioritize support tickets in the IT service management system, ensuring timely resolution and follow-up.
• Provide user training and support on various IT systems and applications.
• Monitor and maintain IT inventory, including computers, printers, and other hardware.
• Collaborate with other IT team members to identify and address recurring issues or potential improvements.
• Assist with system updates, patches, and upgrades as needed.
• Maintain documentation for IT procedures, support processes, and troubleshooting guides.
• Adhere to IT security policies and practices to safeguard organizational data and systems.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience (2+ years) in IT Support, with a strong understanding of computer systems, software, and networking.
• Proficiency in Windows and macOS operating systems.
• Good understanding of Azure, M365 administration, networking, and server management.
• Experience with ticketing systems and remote support tools.
• Strong problem-solving skills and ability to work independently.
• Excellent verbal and written communication skills.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP)
• Strong customer service orientation with a patient and professional demeanor, and the ability to communicate using non-technical language.
• Participate in the scheduled on‑call rotation, providing after-hours support as required. Additional compensation is provided for on‑call duty.

Preferred Skills:

• Experience with Active Directory, DNS, and DHCP.
• Knowledge of network troubleshooting tools and methodologies.
• Experience with virtual environments and cloud services.
• Experience with ITIL or other IT service management frameworks.
• Ability to script or automate tasks using languages such as PowerShell or Python.
• Willingness to provide on-site support at the Delta production plant one day a week (mileage compensated).

Notes:

• This role is a hybrid position (three days in the office) based out of our HQ in Richmond
• Salary will be based on experience and range between $70,000 - $77,000 with a 10% bonus
• Three weeks paid vacation and great benefits are also included