We are seeking a highly skilled and customer-focused Deskside Support IT Analyst to support the IT Operations team. This role is responsible for ensuring reliable computer operations for end users by resolving escalated help requests, providing hands-on technical support, managing user accounts, and collaborating closely with network and server teams. The ideal candidate thrives in a fast-paced environment, delivers exceptional customer service, and contributes to continuous improvement across IT functions.
Key Responsibilities
General Support
- Image PCs using SCCM and configure new laptops / workstations with automated tools.
- Perform break / fix support for desktops, laptops, printers, and touchscreen devices.
- Support network and server teams with escalated and advanced troubleshooting.
- Lead small-scale IT projects with minimal supervision.
- Collaborate with IT Operations and business users to resolve issues and complete project tasks.
- Maintain accuracy tracking leased equipment, return dates, and refresh cycles.
- Contribute to team initiatives and knowledge base updates.
Strategy & Planning
Review incident trends to identify recurring issues and recommend preventative solutions.Notify management of emerging patterns in incidents or outages.Acquisition & Deployment
Deploy software packages using automated tools.Assist with software releases and rollouts following change management best practices.Operational Support
Provide remote and deskside technical support using diagnostic and remote-access tools.Escalate issues with clear, accurate documentation to appropriate teams or vendors.Deliver exceptional customer service and maintain strong communication with users and IT leadership.Support conference room technologies and telecommunications systems.Create and manage user accounts, directory permissions, and application access for new hires, terminations, and role changes.Research solutions using internal / external knowledge bases.Perform hands-on fixes when remote access is not feasible.Test and validate solutions to ensure problem resolution.Develop user-friendly guides, help sheets, and FAQs.Support SLA compliance and contribute suggestions for ongoing service improvements.Qualifications
Bachelors degree in Computer Science, Engineering, Math, Business Administration with IT coursework, or equivalent experience.Exceptional written and verbal communication skills.Strong analytical and problem-solving abilities.Ability to prioritize tasks in high-pressure environments.Customer-service oriented with experience working in collaborative teams.Ability to quickly learn and retain new information.Strong documentation skills and fluency in English.Highly self-motivated, organized, and detail-oriented.Experience in the steel / metal or manufacturing industries.Relevant IT certifications (A+, Net+, Microsoft, etc.).