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IT Analyst

Reporting to the VP, Product Strategy the IT Analyst is responsible to deliver impeccable end-user support on various technical issues relative to hardware, software and peripherals. Included is facilitating and following through on JIRA Help Desk ticketing system with a sense of urgency. You will come to Primacy with skills to diagnose and solve issues and be able to triage issues when appropriate. You will also provide recommendations for process improvements and controls that will increase efficiencies as well as preventative measures.

  • Provide exceptional customer service either in person or remotely
  • Resolve help desk issues including troubleshooting hardware and software issues
  • Manage user administration duties including documentation and ticket tracking
  • Deploy and configure user laptops, desktops and printers including installing, updating and upgrading software, installing hardware, password resets, implementing file backups and configuring systems and applications
  • Conduct new hire onboarding for email and laptop navigation
  • Provide feedback on recurring issues/themes and communicate recommendations for process/tool improvements
  • Manage IT asset inventory and manage off-boarding asset retrievals
  • Continuously learn new technologies
  • 5+ years of hands-on experience working in and end-user desktop support including support configuration, maintenance of desktops, laptops and related software and current operating systems
  • Office 365 support experience
  • Windows 10 and Mac OS experience
  • Active directory and exchange administration
  • Experience with TCP/IP, DNS and DHCP
  • Firewall management experience a plus
  • A+ certification or equivalent experience a plus