IT Support Analyst - End User Services Group

Analyst - EUSG

Description

• Ensure timely resolution/referral of user problems by understanding the impact to the user and by assigning an appropriate priority.
• Maintain and update an accurate IT asset inventory.
• Maintain tracking system to log requests, monitor progress, track problem resolution, identify patterns of failure and research bug fixes and implement solutions; communicate with manager regarding unresolved problems. 
• Communicate with coworkers, management, staff and others in a courteous and professional manner.
• Respond promptly when returning telephone calls, e-mails and inquiries. 
• Maintain integrity of the network, server deployment, and security.
• Administer servers, desktop computers, printers, routers, switches, firewalls, Vonage, phones, personal digital assistants, smart phones, software deployment, security updates and patches.
• Good communication skills.
* Writing Skills - Good knowledge of the English language with the ability to write clear, precise emails
* Flexible and adaptable with ability to work in a fast-paced, deadline-oriented environment 
* Interpersonal skills for collaborating with a wide range of individuals/groups to deliver high-quality work 
* Should be ready to work from the office in US shifts.

Standardized skillset:
Operating Systems:
Proficiency in Windows Server (e.g., 2016, 2019, or 2022)
Familiarity with Linux distributions (Ubuntu, CentOS, RHEL)

Networking Basics:
Understanding of TCP/IP, DNS, DHCP, subnetting
Experience with firewalls, VPNs, and routing concepts

Directory Services:
Hands-on with Active Directory, Group Policy, and LDAP

Virtualization:
Experience with VMware vSphere/ESXi or Microsoft Hyper-V

Scripting & Automation:
Basic scripting in PowerShell.

Familiarity with task automation and scheduled jobs
Monitoring & Performance
Use of tools like Nagios, Zabbix, SolarWinds, or Windows Performance Monitor

Backup & Recovery
Knowledge of backup strategies, disaster recovery, and tools like Windows Server Backup

Security Practices
Patch management, role-based access control, and audit logging
Awareness of vulnerability scanning and endpoint protection

Shift: Rotational