IT Support Analyst
$52,000 - $62,400/Yr
Allegis Group - Wilmington, DE
posted 3 days ago
Full-time - Mid Level
Wilmington, DE
10,001+ employees
Administrative and Support Services
About the position
The IT Support Analyst is a service desk and desktop support role focused on providing day-to-day technical assistance to customers. The analyst will handle phone calls and manage a ticketing system, ensuring timely resolution of technical incidents and service requests. The position requires strong customer service skills, technical troubleshooting abilities, and the capacity to manage multiple priorities effectively.
Responsibilities
- Take phone calls from a phone queue and ticketing system.
- Provide remote support to customers across all business units.
- Resolve and escalate complex technical incidents as needed.
- Fulfill service requests within specified SLAs.
- Monitor self-service queues and requests.
- Deliver various reports and develop documentation including customer-facing FAQs.
- Recommend improvements for quality and consistency.
- Utilize excellent customer service and problem-solving skills to ensure customer satisfaction.
Requirements
- 4+ years of experience within Service Desk and/or onsite Desktop Support role.
- Active Directory troubleshooting experience (add/remove users, moving profiles, etc.).
- Experience with IT Service Management tools, preferably ServiceNow.
- Strong communication and multi-tasking skills.
- Demonstrated experience with Microsoft Exchange, Active Directory, and networking monitoring tools.
Nice-to-haves
- Basic troubleshooting experience with Outlook, O365, Microsoft Teams, WebEx, Cisco Any Connect (VPN).
- Remote troubleshooting experience using SCCM, Citrix, Screenmeet.
- Microsoft Certified Professional, A+, and Net+ certifications.
Benefits
- Medical, dental & vision insurance
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth options
- Voluntary Life & AD&D insurance for employees and dependents
- Short and long-term disability insurance
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Paid Time Off (PTO), Vacation or Sick Leave
