IT Support Analyst

The Contribution You’ll bring to this Role: The IT Support Analyst will be based out of our office the Hattiesburg area and is responsible for providing outstanding technical support of computer systems and networking infrastructure. This role will serve as the first point of contact for all users seeking technical assistance, so this analyst will represent the face of IT in the company. The role will provide technical support directly to employees, performing on-the-spot diagnostic evaluations, discovering efficiency gains, and standardizing all routine tasks. The role will work in conjunction with IT staff members to support business partners, to ensure that all operational activities exceed the service level offerings along with business goals and objectives set for the enterprise. They will take service desk calls, work service desk tickets through a ticketing system, and assist in network administration and security. The role will also assist IT members with Active Directory Users & Computers, O365 administration, VoIP endpoint troubleshooting, and Exchange Management. The person will identify, prioritize, and resolve critical hardware, software, infrastructure, and security related issues that impact business operations for 1,500 users across many different sites.In this role, you will report directly to the Director of IT Operational Excellence. This role is your gateway to opportunities for advancement, with the potential to grow within the organization in 3-5 years as you make meaningful contributions to our organizational goals.About the Team:Our IT team is composed of talented professionals who are recognized as some of the best in the industry. They bring a wealth of experience and innovation, ensuring that we remain at the forefront of technology. With a collaborative mindset and a commitment to excellence, the team continuously drives success by creating solutions that power our operations. Whether developing cutting-edge tools or supporting our infrastructure, the IT team is integral in helping us achieve our business goals.What You’ll Do: Primary responsibility for day-to-day operations for the IT Service Desk, including prioritization and troubleshooting of end user support tickets, root-cause analysis, and issue resolution. Ensure service delivery and customer satisfaction exceed published service level agreements and report key performance indicators to the management team.Provide end user support across all virtual and physical machines, maintain up-to-date hardware/software on all end user machines and network hardware, according to update scheduleRespond to customers via deskside, phone, email or MS Teams chatCreate and maintain all standard work instructions as it relates to end user computing, network configs and mappingsMonitor, in conjunction with applicable service providers, all critical production processes and technologies that have high visibility and impact on business operationsMaintain company standards and assist with inventory management for both software, and hardware. Maintain license counts and compliance for all tools including ERP and associated applicationsAbility to work well in a team as well as individuallyAbility to lift up to 50 poundsOccasional after-hours support will be neededYour Skills and Expertise:To ensure your success from day one in this role, the following qualifications are required:BS in Computer Science, MIS, or related field strongly preferred BS in Information Technology, Systems/Network Administration, Computer Science, MIS, CIS or related field strongly preferredCertification in CompTIA A+, Network+ or MCP a strong plus4 to 5 years of hand-on experience in fast-paced environmentExperience supporting on-site and remote users in a Windows based environment for over 1,000 usersDemonstrated experience in the following networking concepts:Directory Services (e.g. Windows 2016+ AD, LDAP, O365), Systems (e.g.AS/400, Windows, MS Exchange, VMware, VDI, RDS), Internet Protocols (e.g. DNS, HTTP, SMTP, SSL)Experience with different network types (i.e. LAN, WAN, VPN) and Cisco switch configurationWorking knowledge using remote tools to support users on Remote Desktop Services or VMWareAdditional qualifications that could help you succeed even further in this role include:Ability to image computers on site as well as keep all on-site hardware inventoryERP system knowledge a plusGreat troubleshooting skills for: Windows 10, VPN, Windows Server, Active Directory, MS Office, ExchangeCompetent in handling software licensing processAbility to work efficiently under a fast-paced work environment while managing multiple prioritiesAbility to provide excellent customer service in a professional manner and explain technical jargon in non-technical terms to our usersStrong logical & analytical skillsAble to find root causes of problems & quickly implement solutions (good knack of troubleshooting hardware and software)Able to properly prioritize user requests according to urgency (Understand an Incident vs a Request)Excellent verbal and written communication skills. Ability to create Knowledge Base articles on IT procedures.Ability to learn new technical and business concepts very quicklyAbility to update a ticket with notes of a good problem statement/troubleshooting before escalation (detail oriented)Compensation:The position offers a competitive base salary ranging from $65,000-$75,000.Actual base salaries will vary and may be above or below the recommended pay range based on factors such as but not limited to location, relevant experience and performance. Additionally, this role is eligible for an annual incentive plan to enhance their overall total compensation package when the business achieve annual business and financial targets.