IT Technical Support Analyst

RESPONSIBILITIES:

The Employee will:

• Oversee and maintain computer hardware, software, network and other peripherals
• Resolve technical issues and respond on service requests in a timely manner.
• Endpoint support (Sophos, Intune, AD, M365, etc)
• Handle onsite/colocation equipment (server rack, structured cabling, etc)
• Provide after office hours' coverage as part of an on-call rotation schedule for SLA support as needed.
• Ability to track and record resolution time in any ticketing system (e.g. ServiceDesk Plus, ServiceNow, etc).
• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
• Ensure that all actions and discussions pertaining to issues escalated are documented.
• Participate in the post-incident review discussion and post-resolution follow-up meetings.
• Assist in developing help sheets and knowledge base articles for end use...