Junior IT Support Analyst

Junior It Support Analyst

SUMMARY: 

This role will support Global PRGX employees with hardware, software and technical troubleshooting. The ideal candidate will have a strong understanding of computer hardware and software, excellent problem-solving skills, and a customer-oriented approach.  

JOB DUTIES & RESPONSIBILITIES: 

• Provide technical support to end users via phone, email, chat, or in-person. 

• Approach support with a customer-centric attitude from the perspective of the end user. 

• Availability to be onsite in our Manchester UK location five days a week.  

• Troubleshoot Windows and Mac computers, applications, hardware, peripherals, and related issues 

• Creating and tracking tickets using JIRA to resolve within defined SLA 

• Troubleshoot and support proprietary applications. 

• Troubleshoot and support 1st level networking and connectivity related issues. 

• Work cross-functionally with other support organizations to ensure customers’ satisfaction and bring closure to                 open issues.   

• Troubleshoot problems and determine proper resolution for all level 1 and some level 2 issues. 

• Understand when and how to escalate issues to other teams. 

• Understand and communicate effectively with customers, including senior leadership team members.   

• Provide ongoing and timely feedback to the customer while the issue is worked to resolution. 

• Provide feedback to management on recurring hardware/software issues. 

• Develop expertise with PRGX system images and hardware platforms. 

• Maintain a positive and helpful attitude when working with customers, team members, and other teams. 

• Participate in pilot testing of new hardware and software solutions. 

• Document and update technical procedures and solutions for future reference. 

• Provide training and guidance to users on basic hardware and software usage 

• Other duties and responsibilities may be required at the discretion of management. 

• Contributes to the success of the organization by helping others accomplish job results, learning new skills needed by the team and finding new ways to help the team. 

• Flexibility to work outside of regular business hours when necessary. 

WORK EXPERIENCE AND EDUCATION REQUIREMENTS: 

• Higher education college course in computing or IT support; or Level 2 Certificate in ICT Systems Support or Level 3 Diploma in ICT Professional Competence; or 1 year IT support related experience and/or training; or equivalent combination of education and experience.   
• Prefer minimum of 1 year of experience in an IT Support related role. Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus. 
• Basic understanding of laptop and desktop computer hardware and software in an enterprise network LAN/WAN environment.  
• Familiarity with Active Directory and networking concepts.