IT Analyst I - Service Desk & IT Solutions

Hotwire Communications, LTD; Fort Lauderdale (FL); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401K Retirement Plan

Paid Vacation & Holidays

Hotwire Service Discounts

Job summary

Hotwire Communications, LTD is seeking an IT Analyst to prioritize end user requirements, support IT Service Desk implementations, document processes, and troubleshoot issues. The ideal candidate is analytical, with strong communication skills and the ability to translate business needs into practical IT solutions.

You will collaborate with cross-functional teams, manage user accounts, support Office 365 tasks, monitor KPIs, and help maintain security and compliance across systems in a

Qualifications

• Proven experience as an IT Analyst, IT Consultant, or similar role.
• Active participation in education program on Information Technology, Computer Engineering, or related field
• Moderate understanding and practical experience with Microsoft and Linux Server Technologies
• Knowledge of widely accepted information security principles and practices
• Ability to work a flexible schedule, including days, nights, weekends, and holidays and participate with on-call rotation.
• Problem-solving aptitude

Responsibilities

• Communicate with stakeholders to understand their requirements.
• Troubleshoot hardware and software issues.
• Install and configure hardware and software components.
• Develop, test, and implement IT systems to further business objectives.
• Set up new user accounts and profiles and handle password issues.
• Support implementation or execution of new and/or current processes and procedures that aid in the efficiency of managing and expanding IT Service Desk operations.
• Perform research, analysis, and implement software patches or hardware changes needed for any security or computer related deficiencies.
• Aids in evaluation and testing for troubleshooting purposes.
• Meet and/or exceed own SLA thresholds and monitor service desk requests that are created by users.
• Participate in team meetings; provide input on intelligent solutions to improve efficiency.
• Conduct regular monitoring of own KPI (Key Performance Indicators) to ensure compliance.
• Provide support for devices that are managed by MDM (Mobile Device Management) tools, including addition of devices, maintenance, and reporting.
• Help ensure workstations are properly maintained by leveraging patching and software systems management tools.
• Support of workstation compliance checks to meet Data Governance and Security policies thresholds.
• Maintain records up to date for inventory and management systems for assigned and retiring equipment.
• Follow Change Management procedures as necessary.
• Support users Office 365 maintenance tasks.
• Support and expand internal IT Service Desk documentation to include lessons learned and customer-centric answers for FAQs.
• Collaborate with inter-departmental groups to provide efficient solutions to customers’ requests.
• Consistent use of independent discretion over matters of significance.
• Other duties as required or assigned.

Job description

Hotwire Communications, LTD is seeking an IT Analyst to prioritize end user requirements, support IT Service Desk implementations, document processes, and troubleshoot issues. The ideal candidate is analytical, with strong communication skills and the ability to translate business needs into practical IT solutions.

You will collaborate with cross-functional teams, manage user accounts, support Office 365 tasks, monitor KPIs, and help maintain security and compliance across systems in a