IT Support Analyst

This position will be responsible for providing IT support for end-users across a variety of business and IT applications, as well as supporting various technologies throughout the company.

Job Responsibilities

• End-User Technical Support: Provide support for inbound incidents and service requests via phone calls, email tickets, or hands-on personal assistance. Triage, troubleshoot, and resolve end-user requests. Work with escalation teams across the IT department to resolve more complex incidents. Document resolution of issues through ticketing software and authoring of knowledge base articles for future reference.

• Software Support and Testing: Experience working with business applications and interacting with end-users. Daily activities will include working closely with IT Business Systems Analysts (BSA) and Application Development teams to investigate and resolve issues that arise in business software applications and systems. Ability to replicate errors, contact vendors to report issues or obtain system fixes, and test updates and enhancements.

• IT and System Security: Oversee user and system security for access to applications, systems, data, and buildings.

• Internal IT Projects: Take on project work either individually or team-based, as necessary resourcing/skillset dictates. Project work examples: setting up and administering new end-user software or reviewing raw data files and formatting them into reports or dashboards.

• Off-Hours Support: Required on-call rotation for off-hours support.

Qualifications/Requirements

• The preferred candidate will have completed a two-year technology-focused degree, but a four-year degree in Computer Science/Technology would be desirable.

• Two or more years of experience with IT Support/Help Desk is required. Equivalent combinations of training and related experience will be considered.

• Excellent customer support and communication skills.

• Logical problem-solving skills and a willingness to learn.

• Strong work ethic and can-do attitude.

• Professional demeanor and team player attitude.

• Commitment to innovation and improvement.

• Attention to detail.

• Ability to multi-task and follow-up on requests.

Cianbro is an employee-owned, tobacco-free, equal opportunity employer, we do not discriminate based on marital status, race, color, creed, gender, sex, religion, national origin, gender identity, age, veteran status, union affiliation, physical or mental disability, citizenship status, sexual orientation, genetic information, or other legally protected status.