IT Support Analyst | MAA Memphis Corporate Office

MAA; Germantown (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

MAA is seeking an IT Support Analyst to provide end-user support for hardware, software, and networks. You will train users, assist with network connectivity, and resolve issues while maintaining security and documenting steps in the ticketing system.

The role supports IT initiatives, participates in procurement and inventory, and emphasizes professional customer service and effective communication.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or other computer related field with 1–3 years of work experience; or an equivalent combination of education and experience.
• Knowledge of Windows Operating Systems and the Microsoft Office installation process.
• Knowledge of ODBC connectivity for SQL Server.
• Experience with Active Directory preferred.
• Strong communication and customer-service skills.

Responsibilities

• Performs day-to-day end-user support for a wide range of computer hardware, software, applications, and data networks.
• Partners with business customers to ensure computing needs are met and provides end-user training and assistance with network connectivity.
• Sets up and maintains network security and supports IT initiatives and maintenance activities.
• Documents all troubleshooting steps in the IT support ticketing system and assists with procurement and inventory activities.
• Drives process improvements and collaborates to resolve issues and enhance service levels.

Skills

Windows OS

Active Directory

SQL Server/ODBC

Customer service

Communication

Education

Bachelor’s degree in Information Technology, Business Administration, or related field

Tools

Cisco wireless routers

Microsoft Office

Job description

Job SummaryThe IT Support Analyst reports to the Director of IT Support Services and supports company and end-user technical needs while providing excellent customer service. This position contributes to the success of the team through thorough resolution of problems, documenting work in the IT support ticketing system, collaboration, and researching enhancements, innovative tools, or process improvements to drive efficiency and improve customer service levels.The successful candidate will embody and work to reinforce MAA’s Core Values. Those values include:Appreciating the uniqueness of each individualCommunicating openly and with integrityEmbracing opportunitiesDoing the right thing at the right time for the right reasonsDuties and ResponsibilitiesPerforms day-to-day end-user support for a wide range of computer hardware, software, applications, and data and voice networks.Partners closely with business customers to ensure computing needs are met by providing end user training, assisting with network connectivity, and identifying, troubleshooting, diagnosing, and thoroughly resolving problems.Serves as primary point of contact to set up and maintain network security.Supports organizational information technology initiatives and maintenance by performing some or all of the following: system configuration, infrastructure support, system administration, system analysis, database maintenance, installing and upgrading equipment components and software, and planning for/responding to service outages and other problems.Performs software installations, software updates and hardware maintenance in accordance with documented policies and procedures.Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels.Conducts research on emerging desktop software, hardware and networking, recommending innovative and cost-effective solutions to customer problems.Accurately and fully documents all troubleshooting and steps taken to resolve case within the IT support ticketing system, ensuring tickets are created for all work done.May assist with procurement, inventory control and equipment life-cycle planning activities for technical hardware and software across the company.Fosters positive relationships by offering quality, courteous, professional customer service.Performs other related duties as assigned to meet the needs of the business.Required QualificationsBachelor’s degree in Information Technology, Business Administration, or other computer related field with 1-3 years of work experience; or an equivalent combination of education and experience requiredPreferred QualificationsPrevious experience in an IT support role preferredPrevious experience making user updates in Active Directory preferredKnowledge, Skills, and AbilitiesKnowledge of Windows Operating Systems and the Microsoft Office installation processKnowledge of Microsoft Open Database Connectivity (ODBC) connectivity for Microsoft Structured Query Language (SQL) ServerKnowledge of Cisco wireless routersSkill in computer hardware troubleshooting including monitors, printers and desktop softwareSkill in applying critical thinking, analysis and problem-solving methodsSkill to clearly and concisely communicate verbally and in writing both technical and non-technical informationSkill in explaining technical information in layman’s termsSkill working in a collaborative team environmentSkill working with minimal directionSkill in providing customer serviceProficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint)Ability to work occasional weekends and/or holidaysPhysical and Environmental RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobWhile performing the duties of this job, the employee is regularly required to talk or hear; the employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and armsThis position requires the ability to occasionally lift office products and supplies, up to 20 poundsThis job operates in a professional office environment; this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machinesDisclaimerPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.