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IT Support Analyst

Job Order: SE-6978

Job Responsibilities

  • Manage the Salesforce Internal Support Queue and escalate tickets (cases) to the Network Administrator and other IT staff when required.
  • Install and support desktop end-user applications including Microsoft Office 365, Outlook, and Internet Explorer within established standards and guidelines.
  • Troubleshoot problems with printing, e-mail, accessing the Internet, etc.
  • Work with vendor support contacts such as Dell to resolve technical problems with desktop and laptop hardware and software.
  • Reset Office365 and Windows Active Directory passwords and unlock user accounts.
  • Keep the Computer Inventory in Salesforce up to date and coordinate ordering of new computers and peripherals.
  • Maintain the list of authorized software applications and ensure computer images are in compliance with this list.
  • Maintain standard images of all currently used computer and laptop models.  Apply images to computers prior to deployment and create new images when required.
  • Prepare new desktop and laptop computers for deployment and assist the user with the migration of user documents, Outlook PST files, etc. to the new computer when required.
  • Securely wipe sensitive data from decommissioned computers and servers using DBAN or other approved method.
  • Perform initial troubleshooting for VPN and network related issues and escalate to the Network Administrators when required in a timely manner.
  • Ensure all laptops and desktops have Symantec anti-virus software installed and take appropriate steps to remove any suspected viruses or Trojans.
  • Assist the Network Administrators with ensuring current I.T. security policies, guidelines and standards are followed
  • Assist the other members of the IT. Department in preparing for ISO 27001 or other compliance audits
  • Provide training to new employees on Office365 and other productivity applications.
  •  Assist with the administration and troubleshooting of extensions and voice mail on the Avaya VoIP phone system


Job Requirements

  • A graduate of a college or university program in Information Technology or Computer Science or equivalent experience is required.
  • Minimum of 2 years previous experience working in a similar role.
  • Must be highly organization with the ability to document and follow standard work practices.
  • Basic network connectivity troubleshooting and Helpdesk ticket escalation procedures experience is mandatory.
  • Thorough knowledge of Windows 7 desktop operating system, Microsoft Office365, Microsoft Outlook and Internet Explorer.
  • Microsoft MCP/MCSA/MCSE and CompTIA A+ certifications are preferred but not required.


DATE POSTED 2018-01-03

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