IT Support Analyst | Memphis Corporate Office

MAA•Memphis, TN

2d•Onsite

About The Position

The IT Support Analyst reports to the Director of IT Support Services and supports company and end-user technical needs while providing excellent customer service. This position contributes to the success of the team through thorough resolution of problems, documenting work in the IT support ticketing system, collaboration, and researching enhancements, innovative tools, or process improvements to drive efficiency and improve customer service levels. The successful candidate will embody and work to reinforce MAA’s Core Values. Those values include: Appreciating the uniqueness of each individual Communicating openly and with integrity Embracing opportunities Doing the right thing at the right time for the right reasons

Requirements

Bachelor’s degree in Information Technology, Business Administration, or other computer related field with 1-3 years of work experience; or an equivalent combination of education and experience required
Knowledge of Windows Operating Systems and the Microsoft Office installation process
Knowledge of Microsoft Open Database Connectivity (ODBC) connectivity for Microsoft Structured Query Language (SQL) Server
Knowledge of Cisco wireless routers
Skill in computer hardware troubleshooting including monitors, printers and desktop software
Skill in applying critical thinking, analysis and problem-solving methods
Skill to clearly and concisely communicate verbally and in writing both technical and non-technical information
Skill in explaining technical information in layman’s terms
Skill working in a collaborative team environment
Skill working with minimal direction
Skill in providing customer service
Proficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint)
Ability to work occasional weekends and/or holidays

Nice To Haves

Previous experience in an IT support role preferred
Previous experience making user updates in Active Directory preferred

Responsibilities

Performs day-to-day end-user support for a wide range of computer hardware, software, applications, and data and voice networks.
Partners closely with business customers to ensure computing needs are met by providing end user training, assisting with network connectivity, and identifying, troubleshooting, diagnosing, and thoroughly resolving problems.
Serves as primary point of contact to set up and maintain network security.
Supports organizational information technology initiatives and maintenance by performing some or all of the following: system configuration, infrastructure support, system administration, system analysis, database maintenance, installing and upgrading equipment components and software, and planning for/responding to service outages and other problems.
Performs software installations, software updates and hardware maintenance in accordance with documented policies and procedures.
Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels.
Conducts research on emerging desktop software, hardware and networking, recommending innovative and cost-effective solutions to customer problems.
Accurately and fully documents all troubleshooting and steps taken to resolve case within the IT support ticketing system, ensuring tickets are created for all work done.
May assist with procurement, inventory control and equipment life-cycle planning activities for technical hardware and software across the company.
Fosters positive relationships by offering quality, courteous, professional customer service.
Performs other related duties as assigned to meet the needs of the business.