TEKsystems - Brookings, SD
posted 3 months ago
The IT Analyst will be responsible for providing comprehensive support to client workstations, telecom systems, printers, servers, and network equipment. This role is crucial in diagnosing, troubleshooting, and resolving hardware and software issues that employees may encounter. The IT Analyst will also be tasked with Re-IPing devices, which requires a solid understanding of network configurations and protocols. Given the nature of the role, the IT Analyst must possess a high level of technical proficiency and excellent communication skills, as they will interact with a diverse range of users and teams within the organization. In this position, the IT Analyst will provide on-site technical support for end-users, ensuring that all technical issues are addressed promptly and effectively. They will be responsible for providing support for standard and local software, including MS Office 365, Outlook, and various security tools. The role involves diagnosing and troubleshooting hardware and software issues across a variety of devices, including desktops, laptops, printers, and mobile devices. The IT Analyst will also perform IT Service Management (ITSM) tasks using ServiceNow, manage Maintenance of Change (MOC) processes, and provide 24/7 pager support to maximize the uptime of site-related hardware and software resources. The IT Analyst will be expected to resolve technical problems in a timely manner to minimize downtime for employees. This includes installing, configuring, and maintaining desktop and laptop hardware and software, as well as peripheral devices. They will maintain dashboard expectations for exception and standard PCs, manage ITSM tickets, and address site telecom and server vulnerabilities. Clear communication of technical information to end-users is essential, as is collaboration with other IT teams to resolve complex technical issues. Additionally, the IT Analyst will document all technical support activities in the Configuration Management Database (CMDB) and ITSM ticketing system (ServiceNow), and contribute to the development of knowledge articles and other support documentation.