Senior IT Support Analyst: Troubleshooter & Liaison

Insteel Industries; Mount Airy (NC); Sur place; USD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Competitive base pay

Bonus eligibility

Paid time off

Comprehensive benefits

Résumé du poste

Insteel Industries is seeking a Support Analyst III to respond to inquiries, service requests, and outages across our technology systems. You will troubleshoot, escalate, and coordinate with Application Development and Operations to resolve issues while maintaining documentation and user profiles.

The role requires strong communication, problem solving, and the ability to work independently or with cross-functional teams. Knowledge of enterprise IT environments and SOX controls will be helpful.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred; equivalent combo allowed.
• Minimum of 4 years in technical support or IT services.
• Experience with enterprise accounts and AD environments.
• Broad knowledge of hardware, software, and enterprise systems.

Responsabilités

• Respond to end-user inquiries by phone, email, or on-site with professionalism.
• Lead users through diagnostics to identify error sources and escalate when needed.
• Log and track incidents using Service Desk software; follow up to ensure satisfaction.
• Maintain user accounts and process HR changes per security policies and SOX controls.
• Prepare service desk performance reports and analyze trends for improvements.
• Create and maintain knowledge for internal and external knowledge bases.

Connaissances

Communication skills

Problem solving

Time management

Team collaboration

Customer service

Confidentiality

End-user training

Documentation

Formation

Bachelor's degree in CS/IT

Outils

Microsoft Exchange

Outlook

Active Directory

Cisco VPN

MDM

ITIL

Description du poste

Insteel Industries is seeking a Support Analyst III to respond to inquiries, service requests, and outages across our technology systems. You will troubleshoot, escalate, and coordinate with Application Development and Operations to resolve issues while maintaining documentation and user profiles.

The role requires strong communication, problem solving, and the ability to work independently or with cross-functional teams. Knowledge of enterprise IT environments and SOX controls will be helpful.