IT Support Analyst I

HCTec; Winston-Salem (NC); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Doist is seeking an experienced IT Support Analyst II to join our team. The role provides technical support to clients, ensuring systems and software run smoothly across environments.

The job blends on-site and remote work in a hybrid model, with opportunities to mentor junior staff and lead small projects. The ideal candidate has a strong technical background, solid communication skills, and experience with Windows and Mac, Active Directory, and virtualization.

Qualifications

• Bachelor's degree in computer science, Information Technology, or related field.
• 2+ years of experience in IT support or related role.
• Certifications such as A+, Network+, ITIL, MCSA, CCNA are a plus.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Experience with server administration and virtualization technologies.

Responsibilities

• Provide remote and on-site technical support for hardware, software, and network issues.
• 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, software, printers, and peripherals.
• Perform routine maintenance on computer systems, including backups and software updates.
• Manage user accounts and permissions across systems.
• Participate in IT policy development and implementation.
• Document and maintain a knowledge base of common issues and solutions.
• Assist with testing and deployment of new software and hardware.
• On-call IT support rotation 24/7.
• Travel to client locations in the local area.

Skills

Communication skills

Project leadership

Mentoring

Problem solving

Education

Bachelor's degree in Computer Science / Information Technology

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.