The Senior IT Analyst – Support serves as the primary point of contact for end-user technical assistance, ensuring prompt and professional resolution of software, hardware, and networking issues. This role plays a key part in maintaining operational efficiency across the organization by diagnosing and resolving IT challenges, supporting enterprise systems, and enhancing the end-user experience.
Requirements
- Serve as the first point of contact for end users requiring assistance with software, hardware, or networking issues.
- Diagnose, troubleshoot, and document incidents and service requests within the ticketing system.
- Support and maintain standard software, operating systems, and company intranet applications.
- Professionally communicate with employees at all levels, including managers and executives, to ensure timely and effective issue resolution.
- Participate in weekly team meetings and handoff calls to share insights, discuss recurring issues, and enhance team knowledge.
- Provide guidance and mentorship to other IT Support Analysts in troubleshooting and customer service best practices.
- Assist with onboarding and training new team members, offering ongoing support on tickets, applications, and internal tools.
- Review escalated tickets to ensure proper troubleshooting and documentation before further escalation.
- Identify opportunities to improve IT processes and end-user support strategies.
- Assist the IT Support Team Manager in developing, updating, and maintaining process and procedural documentation.
Benefits
- Employee referral payment program
- Educational Enhancement Program
- Medical, Dental, and Vision benefits
- Life/ AD&D Insurance
- Paid Parental Leave
- Long and short term disability
- Retirement Plan - 401(k) Plan
- Discount on an apartment at any one of our properties
