IT Support Analyst I

HCTec, LLC; Northern (KY); Hybrid; USD 48,000 - 70,000; Full time

Job summary

HCTec, LLC is seeking an experienced IT Support Analyst II to deliver front-line technical support to clients in a hybrid work environment. You will diagnose hardware, software, and network issues, provide remote and on-site assistance, and mentor junior team members.

You will handle Windows and Mac environments, AD, and office applications, participate in IT policy implementation, maintain a knowledge base, and rotate 24/7 on-call support while traveling to client sites in the local area.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 2+ years of IT support experience.
• Strong knowledge of Windows and Mac OS, Microsoft Office, Active Directory, and networking.
• Experience with server administration and virtualization technologies (e.g., VMware or Hyper-V).
• Excellent written and verbal communication skills.
• Relevant certifications such as A+, Network+, ITIL, MCSA, CCNA are a plus.

Responsibilities

• Provide remote and on-site technical support and assistance to end-users for hardware, software, and network-related issues.
• Answer and respond to and resolve help desk requests in a timely manner.
• Analyze and troubleshoot complex technical problems and provide effective solutions.
• Install, configure, and troubleshoot computer hardware and software, printers, and other peripherals.
• Perform routine maintenance on computer systems, such as backups and software updates.
• Manage user accounts and permissions across various systems and applications.
• Participate in the development and implementation of IT policies and procedures.
• Document and maintain a knowledge base of common issues and solutions.
• Assist with the testing and implementation of new software and hardware.
• 24/7 On-Call IT Support rotation.
• Travel to client locations in the local area.

Skills

Windows OS

Mac OS

Microsoft Office

Active Directory

Networking

Server administration

Virtualization

Education

Bachelor's degree in Computer Science/Information Technology

Tools

VMware

Hyper-V

Remote support tools

Job description

We are seeking an experienced IT Support Analyst II to join our team. The IT Support Analyst II will be responsible for providing technical support and assistance to clients, ensuring that their systems and software are up and running smoothly. The ideal candidate will have a strong technical background, excellent problem-solving abilities, excellent communication abilities and the ability to lead projects and mentor junior team members. This is a hybrid position, including onsite support.

Essential Functions:

• To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.
• Provide remote and on-site technical support and assistance to end-users for hardware, software, and network-related issues.
• Answer and respond to and resolve help desk requests in a timely manner.
• Analyze and troubleshoot complex technical problems and provide effective solutions.
• Install, configure, and troubleshoot computer hardware and software, printers, and other peripherals.
• Perform routine maintenance on computer systems, such as backups and software updates.
• Manage user accounts and permissions across various systems and applications.
• Participate in the development and implementation of IT policies and procedures.
• Document and maintain a knowledge base of common issues and solutions.
• Assist with the testing and implementation of new software and hardware.
• 24/7 On-Call IT Support rotation.
• Travel to client locations in the local area.

Knowledge, Skills, & Abilities:

Education:

Bachelor’s degree in computer science, Information Technology, or related field.

2+ years of experience in IT support or related role.

Experience:

Strong technical skills in Windows and/or Mac operating systems, Microsoft Office, Active Directory, and network technologies.

Experience with server administration and virtualization technologies.

Excellent written and verbal communication skills

Requirements:

Ability to work independently and in a team environment.

Strong problem-solving and analytical skills.

Relevant certifications such as A+, Network+, ITIL, MCSA, CCNA, or ITIL are a plus.

Bachelor's or Associate degree in Computer Science, Information Technology, or related field a plus.