Information Technology Support Analyst

Role Overview

The Technical Support Analyst is responsible for installing, supporting, and maintaining end-user hardware, software, and related IT systems. This role ensures a secure, efficient, and productive end-user environment by providing technical support, managing device lifecycles, and maintaining compliance with IT policies and licensing requirements. The position interacts with employees at all levels and requires strong customer service and communication skills.

Key Responsibilities

End-User Support & Systems Administration

• Install, configure, troubleshoot, and maintain end-user hardware and software (desktops, laptops, tablets, phones, peripherals, printers)
• Support Microsoft Windows OS, Microsoft Office, Adobe products, and other client software
• Resolve basic network connectivity issues
• Provide technical guidance and training to non-technical users
• Set up, deploy, move, replace, and retire end-user equipment
• Manage the full hardware and software lifecycle for end users
• Maintain accurate asset inventory and documentation

Device Imaging, Tools & Infrastructure Support

• Develop and maintain OS images and automated deployment packages
• Monitor system settings, scans, patches, and updates on client machines
• Assist with testing, monitoring, and patching of IT infrastructure components
• Administer tools used for OS, software deployment, and endpoint monitoring

Compliance, Risk & Asset Management

• Ensure compliance with IT policies, procedures, licensing agreements, and contracts
• Identify and remediate hardware and software noncompliance
• Follow procurement and purchasing policies for hardware and software
• Maintain accurate records for assets, warranties, licenses, and agreements
• Support vendor interactions and assist in negotiating favorable terms when applicable

Required Qualifications

Education & Experience

• Associate's degree in Computer Science, Information Technology, or related field
  OR
  equivalent combination of education and experience
• Minimum 2 years of experience in desktop support, IT operations, or end-user support

Technical Skills

• Active Directory
• Windows OS and Microsoft Office applications
• IT fundamentals: networking, file systems, backups, security, virtualization, and storage
• Experience with help desk/ticketing systems and documentation
• Strong troubleshooting and problem-solving skills

Additional Requirements

• Experience supporting users in an enterprise environment
• Ability to prioritize and manage multiple tasks independently
• Strong organizational, time management, and documentation skills
• Excellent verbal and written communication skills
• Professional demeanor with a customer-service mindset
• Commitment to ongoing technical learning and development
• Compliance with company and department policies

Physical Requirements

• Ability to lift up to 50 lbs occasionally and up to 20 lbs frequently
• Ability to assemble, disassemble, and replace computer components
• Frequent keyboard use and visual acuity for system monitoring and troubleshooting
• Standing, stooping, and moving equipment as required

Work Environment

• Office environment and/or air-conditioned computer room
• Exposure to moderate noise from computer equipment