IT Support Analyst at Raleigh Radiology Associates Inc – Raleigh, North Carolina

Description:

I. INTRODUCTION

Raleigh Radiology is seeking a skilled and motivated IT Support Analyst to join our team. The IT Support Analyst provides essential technical support to end-users, ensuring optimal performance of desktops, laptops, peripherals, and software applications. This role involves diagnosing and resolving technical issues, deploying hardware and software, and contributing to IT projects that enhance organizational efficiency.

II. MAJOR DUTIES AND RESPONSIBILITIES

Key Responsibilities

1. Technical Support:

a) Provide Tier 1 and/or Tier 2 support to resolve hardware, software, and network-related issues.

b) Troubleshoot desktop and laptop systems, including operating systems, office productivity software, and specialized applications.

c) Assist users with access, login, and password-related issues.

2. Hardware and Software Management:

a) Install, configure, and maintain desktops, laptops, printers, and other peripheral devices.

b) Deploy and update software applications and ensure proper licensing compliance.

c) Replace or repair defective hardware components as needed.

3. User Support and Training:

a) Respond promptly to user inquiries via phone, email, or the ticketing system.

b) Provide one-on-one training to end-users on IT systems, tools, and best practices.

c) Create user-friendly documentation and guides for common tasks or troubleshooting steps.

4. System Maintenance and Monitoring:

a) Perform routine maintenance, updates, and backups on end-user devices.

b) Monitor system performance and escalate complex issues to higher-level support or vendors.

c) Ensure adherence to IT security protocols, including antivirus updates and data encryption.

5. Asset Management:

a) Maintain accurate inventory records for IT hardware and software.

b) Assist with the procurement and deployment of new IT assets.

c) Track equipment and lifecycles and recommend upgrades or replacements.

6. Collaboration and Project Support:

a) Collaborate with other IT team members to support organization-wide initiatives and projects.

b) Assist in the rollout of new technologies, including testing and user training.

c) Contribute to network setup and troubleshooting in coordination with the network team.

7. Documentation and Reporting:

a) Log and track support requests in the IT ticketing system, ensuring timely resolution.

b) Document resolutions, workflows, and configurations for knowledge sharing and future reference.

c) Generate reports on support metrics, including ticket resolution time and common issues.

Requirements:

III. EDUCATION, EXPERIENCE, CERTIFICATION, LICENSURE

Education: Associate’s degree in Information Technology, Computer Science, or a related field(or equivalent experience).

Experience: Minimum of 2 years of experience in IT desktop support or a similar role. Proficiency in troubleshooting Windows and MacOs operating systems, Microsoft Office Suite, and common enterprise software. Basic understanding of networking concepts, including TCP/IP, DNS, and VPNs.Skills: Excellent problem-solving and customer service skills.Certifications: CompTIA A+, Network+, or equivalent certifications. Microsoft Certified: MS-102, MS-900 or equivalent certifications.