IT Analyst

The IT Analyst serves as the primary on-site resource for day-to-day IT support and business application assistance. This position provides first-level technical support for hardware, software, network connectivity, and business systems while acting as the liaison between end users and specialized IT teams. In addition to technical support responsibilities, this role assists with business process documentation, requirements gathering, application testing, user training, and continuous improvement initiatives. The ideal candidate is customer-focused, analytical, and eager to develop both technical and business analysis skills.

Responsibilities

· Serve as the first point of contact for all site IT support requests.

· Troubleshoot hardware, software, printer, network, Microsoft 365, and business application issues.

· Log, categorize, prioritize, and manage incidents and service requests within the IT ticketing system.

· Resolve first-level technical issues while escalating more complex problems to the appropriate IT teams.

· Coordinate with Infrastructure, Network, Security, ERP, Development, Applications, and external vendors to ensure timely issue resolution.

· Maintain ownership of assigned tickets through completion and confirm resolution with end users.

· Perform user account setup, access provisioning, password resets, and offboarding activities.

· Assist with computer deployments, hardware replacements, imaging, software installations, and asset inventory management.

· Support compliance with IT security policies, procedures, and standards.

· Gather and document business requirements from stakeholders.

· Develop process maps, workflows, user stories, work instructions, and technical documentation.

· Assist in identifying opportunities to improve business processes and system efficiency.

· Support implementation of new applications, enhancements, and system updates.

· Participate in application configuration validation and testing activities.

· Assist with application testing, system validation, and User Acceptance Testing (UAT).

· Document testing results and report defects or enhancement opportunities.

· Support software implementations and technology rollouts.

· Develop user guides, training materials, and knowledge base documentation.

· Conduct end-user training sessions and provide post-implementation support.

· Maintain regular communication with users regarding ticket status and project updates.

· Build positive working relationships with internal departments and external technology partners.

· Participate in IT meetings, continuous improvement initiatives, and departmental projects.

· Identify recurring technical issues and recommend long-term solutions.

· Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, Engineering, or a related field required.

· 0-3 years of experience in IT Support, Help Desk, Service Desk, Application Support, Business Analysis, or a related role.

· Internship or co-op experience in IT or Business Analysis is considered a plus.

Technical Knowledge

· Microsoft Windows operating systems

· Microsoft 365 Suite

· Basic networking concepts

· Computer hardware and peripheral support

· User account administration

· Remote support tools

· IT ticketing systems

· ERP or other enterprise business applications

· SharePoint

· Power BI

· SQL

· ServiceNow

· Jira

· Active Directory

· Microsoft Teams Administration