IT Support Analyst
Reports To: Sr. Manager of ETL and Office Technology
Location: Des Moines, Iowa
FLSA Status: Exempt
JOB SUMMARY
The IT Support Analyst is responsible for the support and ongoing enhancement of the computing infrastructure to support Watercress. This role is also responsible for infrastructure security and Tier 1 support through the internal IT Help Desk. This role would service all aspects of Tier 1 Help Desk, such as Salesforce, Telecom Platform, and a variety of other cloud-based solutions.
RESPONSIBILITIES
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Diagnosing and troubleshooting technical issues, including software, hardware, and network problems.
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Act as the first line of support for all internal IT help desk tickets. Work with Platform Administrators and Managers to decide on the best escalation path for tickets and provide root cause analysis after completing the ticket.
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Provide first and second-line support to end-users via phone, email, chat, or in-person.
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Install, configure, and maintain computer systems, applications, and peripherals.
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Manage user accounts and permissions using Active Directory.
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Monitor system performance and ensure data security through antivirus and encryption tools.
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Maintain documentation of procedures, issues, and resolutions.
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Assist with onboarding/offboarding processes and IT equipment setup.
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Support IT projects, upgrades, and rollouts.
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Escalate unresolved issues to appropriate internal teams.
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Conduct training sessions and create manuals for staff.
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Provide production support.
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All other tasks and duties as assigned related to the position.
QUALIFICATIONS
- Bachelor’s degree in information technology, Computer Science, or a related field.
- 1–3 years of experience in IT support or helpdesk roles.
- Proficiency in Windows and Mac operating systems.
- Familiarity with Microsoft Office 365, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
- Experience with ticketing systems like ServiceNow or Jira.
- ITIL certification is a plus.
- Effective individual contributor, team leader and team player.
- Demonstrated knowledge and experience with Microsoft 365 and related technologies including Active Directory, end point security, exchange and Microsoft Office.
- Demonstrated knowledge and experience with desktops, laptops and server configuration, setup and maintenance.
- Demonstrated knowledge and experience with Microsoft Windows and Server operating systems.
- Demonstrated knowledge and experience with backup and restore programs and methodologies.
- Basic knowledge and experience with mobile & handheld devices.
KNOWLEDGE AND SKILLS
- Solid knowledge of practices and procedures for Microsoft 365, desktop, server and network and able to interpret, analyze and document complex concepts and apply these in innovative ways.
- Demonstrated ability to build relationships, manage a team, work collaboratively, and resolve problems with people at all levels across the organization, across lines of business and with third party vendors.
- Judgment and problem-solving skills sufficient to analyze information to formulate recommendations to problems.
- Proficient in self-planning skills to schedule, organize and manage multiple activities of varying complexity according to established plans and adjusting work schedules according to changing priorities and time constraints.
- Well-developed analytical skills with strong attention to detail.
- Excellent Interpersonal, negotiation and mediation skills.
- Good judgment skills and ability to make sound decisions.
- Ability to perform in a fast-paced office environment.
- Flexibility and ability to work overtime or unusual hours (with advance notice).
This position will work mid-late day shifts with a flexible start between 10AM – 11:30AM and is a 100% onsite position in West Des Moines, IA
APPLY TO WORK AT WATERCRESS FINANCIAL
What does the hiring process look like after submitting a resume?
- If you see a position that you feel aligns with your skillset, apply! Our HR team will review your resume and determine if your background is what we are looking for. Talented candidates will be contacted to do a phone screen.
- Candidates that are selected will be asked to do an in-person or virtual interview with the hiring manager. A second interview with additional managers or members of the executive team may be necessary depending on the position.
- The hiring manager will then select a candidate to receive an offer for the position!
- Once an offer letter has been signed, all positions will be asked to complete a background and credit check to be completed prior to hire.
- It’s time to start your new position at Watercress Financial!