IT Support Analyst
- Performing remote troubleshooting through diagnostic techniques and asking pertinent questions.
- Determining the best solution based on the details provided of the issue and assist colleagues through the problem-solving process.
- Accurately categorize and record events, problems and their resolution. Create and maintain full documentation in line with existing procedures.
- Foster self-service resolution in colleagues and escalate unresolved issues to the next level of IT support.
- Provide colleagues with accurate information on IT products or services and offer feedback on outstanding tickets.
- Execute and have input into internal IT related polices, processes and procedures (for example employee onboarding workflow).
- Basic administration tasks such as ordering and shipping of equipment.
- Acting as a champion for the importance of customer experience within the business.
- Contributing to the office culture, conduct and discipline to encourage an enjoyable, productive, and efficient workplace for all.
- Seeking success for the company, contributing, and supporting the company Vision and Values for the future growth to the benefit of all stakeholders.
- Fostering sound working relationships with all employees.
- Any other duties consistent with the job description that may be required from time to time.
- High School Diploma
- Minimum 2-3 years’ experience in a similar IT Support Role
- Proven technical ability, through relevant, demonstrable, technical qualifications/experience in one or more of the following: Office 365 Solutions, Active Directory administration, Windows 10, 11, iOS, Android, Basic Network troubleshooting.
- Windows Server, VMware experience, Nutanix
- Use initiative to ensure that high importance deadlines and SLAs are met.
- Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint)
- Excellent telephone manner and face to face communication skills
- Excellent organizational, time management and prioritization skills
- Always willing to cooperate and assist
- Willingness to travel, as required, to other Videndum offices and remote sites for the purpose of onsite support.
- This position is based in the Cary, NC office
- This position is full time
- Great people, great work environment
- Health Insurance (incl.dental and vision)
- 401(k) Matching
- Fun events throughout the year
- A fast-moving company with room to grow
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