IT Support Analyst Cedar Falls, US

Reporting to the Desktop Manager, the IT Support Analyst investigates, diagnoses, and resolves most incidents that are not resolved by the Service Desk Analyst. This individual assists the Service Desk Analyst solve basic technical problems and investigates more complex issues escalated to him/her. The IT Support Analyst performs high level local desktop support for onsite personnel as well as remote support using remote control tools. This individual relies on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues. The IT Support Analyst documents, tracks and monitors issues escalated to him/her to ensure a timely resolution. They coordinate with management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. This individual will collaborate with peers to discuss and identify solutions.

Job Functions:
  • Performs onsite installation or replacement of various hardware and software components.
  • Performs diagnostic testing and analyzes test results in order to resolve the issue.
  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
  • Triage Tier 2 and Tier 3 trouble tickets.
  • Knowledge of how to troubleshoot, configure and manage mobile devices such as iPhone/iPad and Android phones/tablets.
  • Assist with any network connectivity issues as well as some minor system support (server hardware, network hardware).
  • Collaborate with development staff to recreate issues in the test environment.
  • Verify with the customer that the issue has been resolved and update the ticketing system.
  • Interface with infrastructure, database, and development personnel.
  • Communicate the plan, progress, and issues in a timely manner.
  • Initiates escalation as appropriate to ensure management awareness
  • Actively contributes to ongoing process improvement.
  • Performs other duties or special projects as assigned.
  • Ability to complete multiple simultaneous projects in a timely manner.
  • Determines root cause of problems and identifies workarounds or permanent fixes.
  • Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists.
  • Escalates issues to Tier 3 support when the issue exceeds their skill set.
  • Serves as Subject Matter Expert (SME) for IT desktop support.
  • Writes automated routines and programs using common desktop software.
  • Actively participates in end user and Service Desk Analyst training by providing materials, conducting training, or attending training in the role of SME.
  • Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
  • Administers, updates, and troubleshoots corporate telephony system.
  • Other duties as directed by the Desktop Manager.

Position Requirements/Qualifications:
  • 2-year associates degree
  • 3-5 years of experience in an IT technical support position preferably in a manufacturing or gaming environment.

  • Associate degree in computer science or related field desired.
  • Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment.
  • Demonstrated experience installing and supporting Mac OSX, Windows 7, Office 2013, Office 365, and other desktop related applications.
  • Knowledge of mobile devices such as iOS iPhone/iPad, Android cell phones and tablets and other similar technology.
  • Knowledge of Oracle EBS systems and applications.
  • Knowledge of network and server administration and troubleshooting a plus.
  • Knowledge of IT technologies such as VMWare and Parallels.
  • Outstanding customer service skills.
  • Proven ability to keep up to date with the latest IT technologies.
  • Well-developed communication skills – oral, written, and listening.
  • Must have excellent interpersonal and motivation skills.
  • Ability to work independently and in a dynamic environment.
  • Strong organizational skills and ability to prioritize.
  • PC Imaging experience is required.
  • Occasional travel may be required.
Resume must be in PDF or Word format.