It Support Analyst

Job Description
What this role entails:
Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for IntegriChain office and remote support for other offices, as needed.
Triage issues and service requests via phone, email, chat (Slack), and remote control as necessary.
Troubleshoot the end user’s issue and resolve it upon first contact, when possible.
Accurately record and document all details of the issue or service request, including categorization and priority into the IT service ticketing system.
Provide remote access/VPN support.
Provide "
How to"
assistance on all internally supported devices, applications, and systems.
Escalate issues to appropriate second and third-level subject-matter experts following service-level agreements, and follow up on incidents when appropriate.
Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
Support laptops and employee-related technology deployment, including mobile devices
Install, modify, and repair computer hardware and software.
Install computer peripherals for users.
Create training material, and train users on company-used equipment and applications.
Support LANs, WANs, network segments, Internet, and intranet systems.
Communicate with various vendors, as needed, to support IT and daily user activities
Collaborate on IT initiatives and projects with cross-functional teams