IT Support Analyst, End User Experience Job at 1046 Health Network Laboratories

IT Support Analyst, End User Experience

IT Support Analyst, End User Experience

Apply locations Allentown, PA

Time type: Full time

Posted on: Posted 5 Days Ago

Job requisition id: JR117461

The IT Support Analyst, End User Experience is an on-site, entry-level role for someone eager to gain hands-on experience in technical support, troubleshooting, and computer maintenance. The IT Support Analyst will assist in providing frontline support to end-users, resolving technical issues, and ensuring an efficient, smoothly running workplace environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provides first-level support to users for desktop/laptop hardware, software, and peripheral equipment issues via in-person and remote assistance.
2. Diagnoses and resolves technical issues related to the Windows operating system, Office applications, and various hardware peripherals.
3. Guides users through basic problem-solving processes and answers questions regarding IT resources and services.
4. Assists with setting up, configuring, and maintaining desktops, laptops, printers, and other office technology as needed.
5. Logs, tracks, and escalates support tickets in the ticketing system, ensuring timely resolution and communication with end-users.
6. Creates and maintains documentation for troubleshooting steps, FAQs, and common support processes to improve response efficiency.
7. Assists in deploying software updates, patches, and configuration changes as directed.
8. Works closely with senior technicians and the IT team to escalate issues and learn advanced troubleshooting skills.
9. Assists with on-call as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or equivalent required; an associate degree in IT or related field is preferred with 6-12 months of relevant IT or technical support experience. Familiarity with Windows and/or Mac OS environments. Basic knowledge of Microsoft Office Suite and common business software applications. Understanding of computer hardware, peripherals, and networking basics required. A+ Certification or equivalent (CompTIA, Microsoft, etc.) is a plus but not required.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of