IT Support Analyst

Description:

Position Summary

As an IT Support Technician at LURIN, you will be at the forefront of maintaining the technological infrastructure that supports our vibrant office environment. This role requires a blend of expertise in hardware, software, and network systems with a strong emphasis on delivering exceptional customer service. The ideal candidate will have a proven track record of managing IT hardware (including laptops, printers, servers, and IDF closets), overseeing IT vendor relations, and streamlining hardware deployment processes.

Required Qualifications:

• Proven experience in managing IT hardware and software, including desktops, laptops, and peripheral devices.
• Strong knowledge of Microsoft Office products and other commercial off-the-shelf software.
• Experience in customer-facing roles, demonstrating strong interpersonal and problem-solving skills.
• Familiarity with network management and various computing environments.
• Excellent organizational skills, with an ability to manage multiple tasks and projects simultaneously.
• Knowledge of automation tools and software deployment strategies is highly desirable.
• Preferential consideration will be given to candidates with a background in IT vendor management.

Essential Job Functions:

• Customer-Focused IT Support:
  • Provide proactive and responsive support for all in-office staff, ensuring excellent service levels and timely resolution of IT issues.
  • Serve as the first point of contact for in-office staff IT issues, demonstrating a solution-oriented approach and commitment to excellent service.
• Hardware and Software Management:
  • Install, configure, and ensure the ongoing usability of desktops, laptops, peripheral equipment, and software, adhering to industry standards and company guidelines.
  • Guide and train new hires on the proper use of hardware and software to ensure smooth integration into our technology environment upon onboarding.
  • Manage inventory control processes to ensure accuracy and readiness of equipment.
• Vendor and Inventory Management:
  • Manage relationships with IT vendors to ensure quality service delivery and timely problem resolution.
  • Maintain accurate inventory records for all IT equipment, including tracking of SIM and surplus assets, using asset tracking tools to monitor equipment deployments.
• Network and Systems Maintenance:
  • Diagnose and resolve issues in LAN/WAN, VoIP systems, biometric, video systems, and other computing equipment, ensuring reliable connectivity and performance.
  • Maintain system security, including management of passwords, data integrity, and file system security across all computing environments.
• Automation and Process Improvement:
  • Lead initiatives to automate the hardware deployment process, from acquisition to full setup, aiming to enhance efficiency and reduce manual dependencies.
  • Own the management and operation of patch management processes and Carbonite backup systems, ensuring all systems are up-to-date and data is securely backed up.
• Training and Project Participation:
  • Participate in key technology department projects, contributing to strategic initiatives and ongoing improvements within the IT infrastructure.
  • Provide support and troubleshooting for corporate A/V systems, training to staff on new hardware and software deployments.
  • Keep abreast of the latest IT trends and updates relevant to our industry.
• Security and Compliance:
  • Ensure that desktop computers seamlessly interconnect with diverse systems, maintaining compliance with security standards and operational best practices.
  • Maintain system security by managing password protocols, data integrity, and file system security. Oversee patch management and backup systems to ensure data protection and compliance.

Physical Demands/Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: While performing duties of the job, incumbent is sometimes required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must sometimes lift and/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work Environment: The noise level in the work environment is usually moderate.

Performance Standards:

• Annual performance appraisal
• Attainment of annual goals established between supervisor and incumbent

Requirements:

• Onboarding and Offboarding: Manage IT aspects of employee onboarding and offboarding processes, ensuring all hardware and software needs are met efficiently.
• Automation and Innovation: Lead initiatives to automate the end-to-end hardware deployment process, enhancing efficiency and reducing manual workload.

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