IT Support Analyst

Position Profile (Job Summary)

The IT Support Analyst is responsible for the ongoing administration, support and technology lifecycle of TOTE’s client computing devices and software. In this position, the technician will be responsible for maintaining the integrity of all computers and associated software for TOTE locations. The technician will also be the main point of contact for employees who are experiencing computer issues. This position will lead the development and maintenance of the imaging process for client computing platforms including commissioning and support. In addition, provide additional service desk support and participate in an on-call off-hours support rotation. This position requires excellent communication, documentation, time management skills, and the ability to work well with a team. Candidates will be expected to show personal initiative and assume primary ownership for these duties.

Essential Job Responsibilities 

• Provide service desk support
• Ensure timeliness of response and resolution of tickets
• Monitoring and oversight of service-related tickets
• Client computing technology, operation and effectiveness
• IT inventory and asset tracking
• Client technology management (Hardware, configuration, operating systems, upgrades)
• Client Patch management and security (backups, anitvirus, malware)
• Operating system (fixes, patches, new version, migration)
• Own the implementation and continuous improvement of client computing technology
• Involvement in establishing user accounts, profiles, file shares, access privileges, monitoring of usage, and resolving user access issues
• Development of desktop, laptop and mobile device imaging and management 
• Assist with the management of Active Directory and Group Policies
• Assisting the IT team in various areas of technology
• Continual improvement of processes and services

Knowledge, Skills, and Abilities:

• Strong knowledge of Active Directory and Group Policy 
• Good overall knowledge of Windows desktop operating systems (Windows 10 preferred) and how software interacts with them 
• Strong software troubleshooting skills 
• Ability to think creatively as well as adapt and contribute to changing environments. 
• Strong interpersonal skills and the ability to work effectively
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Strong service orientation, collaborative attitude with both peers and internal customers
• Project management skills
• Excellent documentation and verbal skills 
• Self-driven and motivated
• Availability for emergency calls and on call rotation

Background

• 2+ years of experience installing, configuring, and monitoring Windows production environments – Windows 10 is a must
• Experience developing zero touch OS migration solutions 
• 2+ years of client support role

Education

• Associates degree and at least 5 years of related work experience and/or training; or equivalent combination of education and experience 

Judgement

Must be familiar with a variety of the field’s concepts, practices, and procedures; relies on extensive experience and judgment to plan and accomplish goals.   

Work Environment

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level. Light travel may be required.

Physical Effort

Most work requires normal physical effort.

Manual Dexterity

Requires moderate use of personal computer (word processing and spreadsheets) for compiling reports, statistical data, composing memoranda, and other similar documents.

The salary range is $44,000-77,200 with an anticipated hiring range of $60,000-65,000. Pay will be based on several factors including the candidate’s education, work experience, work location and specific job duties.

As part of the team, full-time employees will receive a comprehensive benefits package, which includes health, dental, vision, life insurance, short term disability, employee assistance program, 401(k) with company match and discretionary funding, tuition reimbursement, supplemental parental leave, jury duty, and bereavement leave. Full-time employees will receive a minimum of 10 days’ vacation, 10 days sick, 10 days paid holidays and one floating holiday every 12 months. In addition, we offer an annual discretionary bonus (based on eligibility).

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