IT Support Analyst

## Position Description We are seeking an IT Support Analyst to join our growing IT team. The IT Support Analyst will provide critical support for a variety of IT systems, applications, and infrastructure. If you are a problem solver with hands-on technical experience, excellent customer service skills, and the desire to grow within the IT field, we want you on our team. ## Key Responsibilities - Technical Support: Provide support for end-users across hardware, software, network, and system-related issues. Assist in troubleshooting more complex technical problems and escalate appropriately. - Incident & Problem Management: Take ownership of incidents, ensuring timely resolution. Perform root cause analysis for recurring issues and implement solutions to prevent reoccurrence. - Hardware and Software Support: Install, configure, maintain, and troubleshoot IT hardware (e.g., laptops, desktops, printers) and software applications. Handle escalations that require advanced configuration or troubleshooting skills. - Network & Connectivity Support: Assist with network issues, including troubleshooting connectivity problems and supporting VPN, Wi-Fi, and LAN-related issues. - End-User Training & Documentation: Provide training to end-users on new systems and applications, ensuring they have the necessary knowledge to effectively utilize company technology. Contribute to maintaining and improving knowledge base and documentation for end-user self-service. - IT Project Support: Assist with IT projects, including system upgrades, software deployments, and hardware refreshes. Provide hands-on support and troubleshooting during the project lifecycle. - Collaboration with IT Teams: Work closely with other IT teams (e.g., System Administrators, Network Engineers) to escalate and resolve more complex issues and contribute to cross-functional project initiatives. - **Vendor Management: **Work with third-party vendors to coordinate support services, hardware repairs, and software troubleshooting when necessary. ## Required Education & Qualifications - Education: Associate's degree in Information Technology, Computer Science, or related field (Bachelor's degree preferred); relevant certifications such as CompTIA Network+, ITIL Foundation, or Microsoft Certified Solutions Associate (MCSA) are a plus. - Experience: 2+ years of experience in IT support, preferably in a Service Desk or IT Support role. - Technical Skills: - - Strong experience with troubleshooting hardware (desktops, laptops, printers, etc.) and software (Windows, macOS, Office 365, etc.). - Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPNs. - Hands-on experience with operating systems (Windows Server, Linux) and virtualization platforms (VMware, Hyper-V). - Knowledge of Active Directory, user account management, and basic server administration. - Experience with ServiceNow ITSM. - Problem-Solving: Strong analytical skills and ability to resolve complex technical issues quickly and efficiently. - Communication Skills: Excellent verbal and written communication skills. Able to explain technical issues clearly to both technical and non-technical users. - Customer-Focused: High level of customer service skills, with the ability to build strong relationships with end-users and other IT teams. - Organizational Skills: Strong time management skills with the ability to prioritize multiple tasks and handle a varied workload. **Why Choose Modine? ** Health & Well-being: - Day One - - Competitive health, dental & vision insurance coverage - Employee Assistance Program - After 90 days of continuous employment - Maternity Leave (12 weeks at 100% pay) - - 8 weeks of short term disability leave paid at 100% - 4 weeks of paid parental leave paid at 100% - Paternity Leave (4 weeks at 100% pay) Financial Benefits: - 401k Retirement plan and company paid match - Life Insurance - Health Savings Account (HSA) with employer contribution - Flexible Spending Accounts (FSA) - Short Term Disability (company paid) - Long Term Disability