IT Analyst – Support

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Act as the primary contact for all end-user support inquiries, encompassing software, hardware, and networking concerns.

• Ensure prompt diagnosis, resolution, and documentation of issues within the ticketing system.

• Provide outstanding customer service through effective communication and professional assistance, including support for managers and executives.

• Install, upgrade, and maintain software applications for end users.

• Offer support for standard software tools, such as Microsoft Office, Windows OS, O365, and the company intranet.

• Assist in training users on tools and applications as required.

• Collaborate effectively with IT team members and other technical staff across various departments.

• Communicate efficiently with business leaders and key stakeholders regarding technical solutions and updates.

• Adhere to departmental standard operating procedures and fulfill SLA requirements.

• Help with updating documentation to maintain accuracy and align with changing processes.

• Identify and suggest enhancements to IT support processes and procedures.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.

• 1-3 years of experience in IT support, including handling telephone and email inquiries related to software and hardware issues.

• Proficiency in Windows OS, Microsoft Office, and other common desktop applications.

• Understanding of networking protocols and fundamentals.

• Experience with O365 is preferred.

• Familiarity with VOIP phone systems is a plus.

• Knowledge of Yardi property management software and/or experience in the residential real estate industry is advantageous.

• Strong troubleshooting and problem-solving skills.

• Capability to convey technical information to non-technical users.

• Excellent customer service skills with exemplary telephone etiquette.

🏝️ Benefits

• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of this job.