Analyst (NEX)

Overview:

We are seeking a reliable, hands-on IT Support Specialist to play a key role in supporting the day-to-day needs of our organization. In this on-site and highly interactive role, you will be responsible for preparing and deploying laptops, mobile phones, and tablets for employees across the company. You will ensure each device is properly configured, updated, and ready for use, helping both new and existing team members with assigned devices.

A major component of this position involves managing our IT equipment inventory. You will track incoming and outgoing hardware, maintain accurate and up-to-date records, and evaluate returned devices to determine whether they should be repaired, redeployed or properly disposed.

In addition to hands-on device management, you will provide basic technical support to end users, through phone, email or Teams messaging including assistance with password resets, account access issues, and general troubleshooting. You will also support shipping and receiving of technology equipment, ensuring that devices are packaged properly and delivered on time.

Success in this role requires strong organizational skills, the ability to manage multiple responsibilities simultaneously, and a commitment to providing friendly, reliable support to employees at all levels of the organization.

Responsibilities:

• Respond to user inquiries via phone, email, or in person, resolving hardware and software issues.
• Install, configure, and maintain Operating Systems, peripherals, and applications.
• Assist with AD account support, Printer, mobile, and workstation deployment, setup, and maintenance.
• Maintain IT asset inventory and support procurement processes.
• Document issues, resolutions, and escalating complex problems as needed using ServiceNow and Teams.
• Train end-users on software and tools, including the M365 suite, Windows 11, and iOS.
• Collaborate with the IT teams to ensure service level targets are met.

Qualifications:

• Strong knowledge of iOS, Windows OS, networking basics, and common enterprise applications.
• Familiarity with ITSM tools and troubleshooting methodologies.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities.