IT Support Analyst

Principle Choice Solutions LLC; Oklahoma City (OK); On-site; USD 42,000 - 66,000; Full time

Job summary

Principle Choice Solutions LLC in Oklahoma City seeks an IT Support Analyst to provide escalated technical support, manage tickets, and document resolutions. Core duties include hardware imaging, workstation setup, and remote assistance for staff.

The role requires 1–3 years in IT support, strong Windows 10/11, Office 365, Azure AD, and PowerShell skills, plus CompTIA A+/Network+ or equivalent certification. This position is on-site with standard office hours.

Qualifications

• 1–3 years of customer-focused IT support in an office setting.
• Experience with ticketing systems.
• Advanced hardware and software troubleshooting skills.
• Proficiency with Windows 10/11, Office 365, Adobe, Azure AD, PowerShell.
• Certification such as CompTIA Network+, A+ or equivalent required.

Responsibilities

• Provide escalated hardware and software support to business users locally and remotely.
• Install and configure workstations, printers, and end-user equipment.
• Support Office 365, Intune, Adobe suite, and ConnectWise.
• Document issues and resolutions in the ticketing system.
• Assist with security training and policy adherence.
• On-call support as required.

Skills

Windows 10/11

Office 365

Azure Active Directory

PowerShell

Hardware troubleshooting

Ticketing systems

Customer service

Tools

ConnectWise

Intune

Adobe Suite

Mobile Device Management

Job description

PRINCIPLE CHOICE SOLUTIONS
IT Support Analyst

POSITION PURPOSE

The IT Support Analyst is responsible for providing escalated technical support and training to end users. The IT Support Analyst position is responsible for working within the ticketing system, quickly troubleshooting software/hardware issues, accurately documenting issues, resolutions, and collaborating with other technical resources to solve complex problems. Such troubleshooting may include software applications, hardware issues, or answering training questions via phone, email, remote access, and in person. Hardware Imaging is a core responsibility for this position.

ORGANIZATION

This position reports to the IT Support Manager.

ESSENTIAL FUNCTIONS

• Supply and deploy technical solutions to business problems.
• Excellent customer support to all users within the organization and documentation of each customer interaction with an attention to security.
• Provide escalated and advanced hardware and software support to business users both locally and remote via phone, email, chat, and remote tools.
• End user administration following internal IT processes and procedures.
• Installation and configuration of workstations, printers, and other end user requests
• Moderate to Advanced Support of Office 365 product suite, Intune Hardware management, Adobe suite, Communication software, Connectwise, Mobile device management, and Secure web gateway including any other current/future technology that may be considered as organization owned/managed.
• Work closely with the IT Leadership to ensure proper issue tracking, documentation, and assignment of tasks is being completed accurately and on a daily basis.
• Working with the team, collaborate, and improve documentation for end users through our external systems.
• Additional security clearance/training may be required specific to this department.
• Provide On-Call support as necessary.
• All other duties as assigned.

KNOWLEDGE & EXPERIENCE

• 1-3 years’ experience in providing outstanding customer service through hardware and software technical support in a professional office environment.
• 1-3 years’ experience using a ticketing system.
• Advanced hardware and software troubleshooting skills.
• High knowledge and proficiency of Windows 10/11, Office 365 Product Suite, Adobe, and other SAAS applications. Azure Active Directory, Command prompts, and Microsoft PowerShell experience required. At least 1 year of regular use of AD Users and Groups in providing normal AD administration.
• Attention to detail with a focus on identifying the root cause and possible independent resolution where applicable.
• Strong communications skills with the focus on customer service.
• High sense of urgency with excellent researching abilities.
• CompTIA Network+, A+, Software+, or equivalent certification is required.

MACHINES & EQUIPMENT

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.

PHYSICAL REQUIREMENTS

Must be able to lift and carry up to 50 pounds. Must be able to talk, listen, and speak clearly on the telephone.

WORKING CONDITIONS

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.

Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Principle Choice Solutions isan equal opportunity employer, and all qualified applicants will receive consideration for employmentwithout regard to race, color, religion, age, sex, parental status, national origin, disability, genetic information, political affiliation, protected veteran status, sexual orientation, gender identity or expression, or any other non-merit-based factors or characteristic protected by federal, state, or local laws.