In this role, the IT Analyst is responsible for ensuring that desktops, laptops, printers, peripheral devices, business cell phones, and associated software that support the Desktop Infrastructure operate in an efficient and secure manner and meet the requirements of users. This role maintains an overview of all company IT technologies to ensure a seamless delivery of service to all users from the Service Desk, and that all users adhere to all IT policies.  

Responsibilities: 

• Train Employees on IT Systems: 
  1. Conduct IT Orientation for all new employees and contractors who are provided user credentials to secure systems. 
  2. Train IT employees and contractors on IT Dept policies, guidelines, systems, and processes. 
  3. Train employees on IT software, hardware, and systems. 
• Provide Support for PC Infrastructure: 
  1. Undertakes PC equipment installations and relocations. 
  2. Ensures the desktop environment is maintained within manufacturers' specifications and in accordance with the IT framework. 
  3. Assists the Business Systems Analysts in providing a quality IT Service Desk facility for the user community. 
  4. Provides first and second-level user support for hardware, software and Windows environments. 
  5. Escalates specialist support requirements to the appropriate personnel or contractors as required. 
• Provide Support for Systems Administration Activities: 
  1. Coordinates the ordering of hardware, service, and accessories from vendors. 
  2. Undertakes phone equipment installations and relocations. 
  3. Provides support for mobile phone users on the proper use of mobile business applications (i.e. mailbox setup, tutorials, etc.) 
  4. Performs routine requests for the provision of Network and Infrastructure services. These requests include but are not limited to: addition and deletion of users, mailboxes and permissions within ActiveDirectory and the Office365 Admin Portal.  
  5. Ensures accuracy of user and computer accounts, distribution lists, and their associated permissions at all times. 
  6. Assists in the deployment of network equipment. 
  7. Provides support for Access Control and CCTV systems. 
  8. Deploy and monitor any software and/or services associated with Cybersecurity as per IT Framework. 
• Systems Support: 
  1. Participate in regular business unit meetings to understand operational model, processes and business priorities. 
  2. Maintain and distribute user documentation and training. 
  3. Maintain strong connections with vendors and manufacturers to research new products and accessories related to end user hardware. 
  4. Maintain system documentation and ensure changes to solutions follow the Management of Change process. 
  5. Work with Applications Support Team to troubleshoot and resolve issues related to multi-site applications. 
  6. Performs routine tasks of data recovery as requested by users or administration. Make recommendations for process improvement. 
  7. Work with photocopier vendor and manufacturer to ensure proper maintenance and support of hardware. Liaises with supplier for faults, installations and relocations of office business machines. 
  8. Maintains and tracks assets and ensures all printers are serviceable. 
• Provision Service Desk: 
  1. Undertakes and completes user service requests. 
  2. Assign service requests to other IT employees and IT contractors. 
  3. Ensures IT equipment does not endanger the health or safety of users. 
  4. Provides support to the user community. 
  5. Provides on-call/after-hours support as directed.

Education:

Degree in Information Technology, Computer Science, Information Systems, or a related field preferred. 

 Equivalent experience (3-5 years) in addition to some education will be considered.

Certifications:

No certifications are required for this position, but Google ITSPC, Microsoft ITSSP, CompTIA A+ and/or Network+, and/or ITIL Foundations are all preferred.

Experience: 

• Windows, Microsoft Office365, and other desktop tools and PC architecture. 
• Experience administering an enterprise IT Service Management system (e.g., ConnectWise, ServiceNow, Fresh Service, ManageEngine, etc.).
• IP-based networks, DHCP, DNS, and VLANs. 
• Cyber-security concepts, Best Practices, and awareness for overall IT security policies 
• Windows device imaging applications and processes. 
• KnowBe4 or other PII/CS Training Platform