IT Support Analyst

As an IT Support Analyst at The Cianbro Companies, you will help team members in diverse roles in our businesses across the nation stay up and running as you provide technical support with applications, technologies, devices and IT services. In this position you will have the opportunity to work with many types of systems and software, with an opportunity to learn and grow in knowledge and experience as you become familiar with our systems and software and take on more complex challenges.

We are looking for a motivated, curious problem-solver who enjoys working on a mix of both routine and complex support challenges, who is not content to leave things as status quo. If you enjoy helping people stay productive when minutes count, and if you can ask the right questions to understand the problem to provide an efficient and effective resolution… then you would be an ideal fit!

Job Responsibilities

• End-User Technical Support: Provide support for incidents and service requests via phone, email, web, or in-person. Triage, troubleshoot, and resolve end-user requests, escalating as needed to resolve more complex incidents. Document issues and resolutions within the ticketing system, creating and updating knowledge base articles to capture for future use by team members and business users. Maintain consistent communication with end users, ensuring that they know the status of their open support issues.
• Software Support and Testing: Interact with end-users and business applications to investigate and resolve issues that arise in business software applications and systems. Perform testing and diagnosis, working closely with IT Business Systems Analysts (BSA) and Application Development teams as necessary. Capture detail on how to replicate errors, and escalate or reassign tickets as necessary to reach resolution. Engage with vendors as necessary to open tickets, report issues or obtain system fixes.
• IT and System Security: Provision access and system security to applications, systems, data, and facilities using appropriate toolsets.
• Internal IT Projects: Contribute to supporting IT projects as an individual or with a team as needed. For example, assist with the deployment and adoption of new or modified software functionality.
• Assist with IT support, hardware and software deployments, and maintenance activities within the office and surrounding campus buildings.
• Off-Hours Support: Participate in on-call rotation for after-hours or weekend support.

Qualifications/Requirements

• The preferred candidate will have completed a 2-year information technology-focused degree, with a 4-year degree in Computer Science/Technology desirable.
• Minimum 2+ years’ experience with IT Support/Help Desk is required. Equivalent combinations of training and related experience will be considered.
• Excellent interpersonal, written, and verbal communication skills.
• Excellent analytical problem-solving skills attention to detail with a willingness to learn.
• A professional: strong customer support instincts and work ethic, and a whatever-it-takes, can-do attitude.
• Commitment to teamwork, innovation and improvement.
• Ability to multi-task and follow-up on requests.