User Support Analyst

The User Support Analyst provides technical support and guidance to users experiencing issues with computer hardware, software, and peripheral equipment. This role serves as a key point of contact for troubleshooting, installations, and user training, ensuring reliable and efficient IT support across multiple office locations., * Provide technical support and guidance to resolve computer hardware, software, and peripheral issues

• Communicate with users via phone, chat, email, and ticketing system to assess problems and determine resolution steps
• Apply knowledge of hardware and software to diagnose and resolve technical issues
• Install, configure, and support new hardware, software, and peripheral equipment
• Coordinate service or replacement of defective equipment with vendors and manufacturers
• Maintain accurate documentation and logs in the ServiceNow ticketing system
• Develop, update, and maintain user training manuals, procedures, and documentation
• Create training materials and provide onsite training as requested
• Stay current on technology trends, best practices, and innovations; recommend improvements
• Provide onsite support for the Network, Infrastructure, and IT Security teams
• Travel between the Salem and Roanoke offices (approximately 30 minutes)
• Perform other related duties as assigned

Do you have experience in iOS?, Do you have a Associate’s degree?, * Excellent verbal and written communication skills

• Strong interpersonal and customer service skills
• Strong analytical and problem-solving abilities
• Ability to explain technical concepts to non-technical users
• Proficiency with Microsoft Office Suite and related software
• Experience using remote support tools (e.g., Splashtop, Dameware)
• Knowledge of Zebra printers and manufacturing printing environments
• Experience with:
• Windows 10 & 11
• Apple iPhone support
• ServiceNow or similar ticketing systems
• Microsoft 365 (O365)
• Adobe applications
• Active Directory and server interaction
• Printer setup and support (Zebra, Xerox, HP, and others)
• Basic networking concepts
• Ability to lift and move equipment such as servers, switches, and printers (up to 30 lbs), * Associate’s degree or minimum of two (2) years of relevant IT support experience required, * Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 30 pounds as needed