IT Support Analyst I

Responsibilities

• Serve as the point of contact for users to acknowledge and record problems with systems, desktops, applications, and networks
• Record end-user calls for assistance to facilitate problem resolution
• Diagnose problems using software tools and cloud applications and initiate corrective actions
• Perform desktop support tasks including installation, maintenance, OS imaging, and testing
• Refer unresolved problems to appropriate technical personnel or managers
• Answer inquiries about network capabilities and resolve questions referred from junior technicians
• Perform preventative maintenance on equipment and workstations
• Provide vendor communications as needed
• Provide advice, training, and documentation to other Help Desk technicians

Requirements

• High School Diploma plus 2+ years of equivalent experience
• Experience in customer service within a computing environment
• Knowledge of operating tele-management workstations
• Ability to use automated diagnostic tools for network troubleshooting
• Experience with Microsoft Operating Systems and application environments

Preferred Qualifications

• A+ certification or Helpdesk certification
• Direct experience in an IT department as a helpdesk technician

About the Company

Concurrent Technologies Corporation (CTC) is an independent, nonprofit applied scientific research and development organization dedicated to making a meaningful impact through innovation and teamwork.