The Intermediate IT Analyst works with business users and managers to ensure the prompt and timely diagnosis and resolution of their computer and IT-related problems. This person escalates requests or issues to the appropriate technical staff or management and determines the proper priority level. The Intermediate IT Analyst also oversees the activities of designated IT Analysts, ensures that proper training materials and documentation exist for all systems within the department's scope, and balances the team's workload. Additionally, they will serve as a resource for the engineering team by assisting with system monitoring and other tasks as needed. This individual must have a passion for helping internal customers and be able to communicate with non-technical users in a professional manner.
Qualifications
- Technical Support & Troubleshooting: Resolves hardware, software, and network issues through systematic troubleshooting, including support for non-standard business-critical applications and the voice platform. Acts as a primary escalation point for other IT Analysts.
- Issue Escalation & Vendor Management: Ensures timely reporting and follow-up by managing and escalating unresolved technical issues to appropriate engineering teams or vendors.
- Team Coordination & Mentorship:.As an IT Analyst, you will act as a subject matter expert and technical partner to business users, guiding other IT Analysts. You will be responsible for coordinating their work, ensuring an equitable distribution of workload, and upholding established IT guidelines for processes such as computer imaging and asset management.
- Performance Monitoring & Compliance: Monitors team performance against departmental goals, including ticket volume, response times, and adherence to software licensing policies. Ensures prompt resolution and appropriate routing of all tickets.
- Systems Management & Maintenance: Under the direction of IT engineers, the IT Analyst performs routine maintenance, including server patching, monitoring, and virtual server creation.
- Additional duties as assigned.
