IT Services Analyst

Description

SUMMARY:

The IT Services Analyst delivers outstanding end-user technology support and helps keep our workplace technology running smoothly. You’ll resolve incidents and service requests, support Windows and mobile platforms, and collaborate with peers to improve processes, documentation, and overall customer experience. Scope and compensation will be commensurate with experience— from handling frontline ticket triage to independently owning advanced endpoint, identity, and deployment work.

Minimum Qualifications:

- Associate’s degree in Computer Science or Business Information Systems or similar educational program Required

- Minimum of 2-3 years of hands-on experience working in an end-user desktop support role or computer operations environment required.

- A+ Certification Preferred

Job Duties and Responsibilities:

- Provide technical assistance for computers, operating systems, software, peripherals, and mobile devices via in-person, phone, and online channels; document all work in the IT service management (ITSM) system and meet SLAs.

- Install, configure, and repair hardware/software; diagnose issues, determine root cause, and follow through to resolution; escalate urgent or high-impact items appropriately.

- Create/maintain user and process documentation; contribute to knowledge sharing and training to elevate the end-user experience.

- Support enterprise collaboration tools (Microsoft 365/O365 apps such as Outlook, Word, Excel, SharePoint, OneDrive, PowerPoint).

- Collaborate with business partners and field teams to understand needs, recommend solutions, and drive continuous improvement.

- Comply with applicable controls and policies (e.g., Sarbanes-Oxley)

- Participate in special projects.

- Provide after-hours support as scheduled.

- Provide advanced support for Windows 10/11 endpoints, smartphones/tablets, and printers/peripherals.

- Deploy and manage workstation images and software (e.g., SCCM/ConfigMgr, Software Center).

- Manage mobile device management (MDM) and application deployment (e.g., Intune).

- Analyze trends, lead root-cause investigations, and recommend process or technology changes.

Preferred Experience:

- Advanced knowledge of Microsoft Windows 11 installation, troubleshooting, and support

- Advanced knowledge of Office 365, troubleshooting, and support

- Excellent customer service focus including exceptional oral and written communication skills required.

- Detail orientation and passion for solving problems required.

- Experience using an ITSM for documenting and tracking issues

- Advanced Remote Support for PCs, smartphones and tablets

- Active Directory Experience

- Advanced Printer / Peripheral device troubleshooting

- Experience Deploying PC images via MDM tools (i.e. Microsoft Intune)

Physical Demands and Work Environment:

- Hybrid WFH/office-based with periodic work at manufacturing facilities

- Basic PPE (e.g., safety glasses, ear plugs) may be required on manufacturing floor.

- Ability to occasionally lift to 50 lbs. and safely use ladders to install equipment.

Join Our Power Team!We invest in high-value and cost-effective benefits for our employees. Our benefits package includes:

- Medical, dental, vision, and life insurance coverage

- Competitive pay and a matching 401(k) plan

- Vacation, Company Holidays, Paid Time Off (PTO – personal and sick days)

- Flexible spending accounts / Health savings account

- Wellness Incentive Programs

- Employee Referral Program

- Tuition Reimbursement

Equal Opportunity Employer

PowerSecure is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis protected by law. This position is not open to third parties

. This position is not open to third-party recruiters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.Operating Company: PowerSecure