IT Support Analyst

You will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. You will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA with your excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations.

The Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with specific projects.

**Responsibilities**
- Act as first line of contact for our clients via all communication channels.
- Ensure all calls are logged and detailed in Incident Management ticketing system.
- Monitor Service Desk incident queue, providing the appropriate categorization and responding within SLA.
- Ensure tickets contain clear and concise details of issues
- Undertake first line diagnostics at first contact to determine and resolve general issues.
- Provide excellent customer service to callers by answering phones and greeting customers according to training, policies & expectations of Optek.
- Applies exceptional teamwork practices at all times.
- Strong interpersonal skills in order to work with all client skill levels
- Provide support and train staff on new software and procedures
- Assist in all aspects of support where deemed necessary.
- Understand and comply with security and support policies and procedures.
- Create Knowledge Base Articles
- Manage all types of devices in a business environment
- Perform or assist in user online support and end user group support.
- After Hours Support_

Provide after hours, on-call support for all clients when scheduled. On-call expectations for all Support personnel are as follows:

- On-call per published schedule (typically 4 to 5 weeks per year)
- On-call coverage is from 5:00 pm Thursday to 5:00 pm the following Thursday
- Phone must be within reach 24x7 during the on-call period
- Must maintain accessibility to cellular network
- Must respond to a notification within 15 minutes of receipt
- Must be within 30 minutes of access to an internet enabled computer to research, locate, and correct the issue
- Responsible for seeing the call through to resolution. Escalate call as necessary.
- Responsible for documenting the received notification within Service Center
- Responsible for communicating the status, progress, and resolution of the issue to the caller and management

**Requirements**:
To perform this job successfully, an individual must be able to perform each essential duty properly. The requirements listed below are representative of the knowledge, skill, and/or ability required but only outline a base skillset. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Self-Motivated
- Detail Oriented
- Project Oriented
- High level working knowledge of Windows OS
- The ability to support Mac OS
- Microsoft Office Suite proficiency
- Strong knowledge of PC hardware, and the ability to troubleshoot and replace any component in a desktop PC comfortably
- A working knowledge of Directory administration
- Familiarity with network equipment such as firewalls, switches, and cabling
- A working knowledge of network routing, DNS, DHCP, VLAN
- Familiarity with of WLAN, access points & guest networks
- Familiarity with disk imaging & replication
- Familiarity with patch & change management
- Knowledge of VMWare is considered an asset
- Knowledge of Veeam is considered an asset
- Knowledge of PowerShell is considered an asset
- Knowledge of Microsoft 365 is considered an asset
- Knowledge of Azure Administration is considered an asset

**Education and/or Experience**

Two years related experience and/or training; or equivalent combination of education and experience.
- Language Skills_

Ability to learn, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to compose reports, business correspondence, and online communications. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
- Mathematical Skills_
- Reasoning Ability_

Ability to define problems, collect data, establish facts, and draw valid conclusions. Able to analyze complex data sets to gain insight from them, then present findings effectively in graphical form to allow ease of understanding.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilit