IT Support Analyst
IT Support Analyst
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
Ascent Data is a leading Managed IT Service Provider for businesses in the Pennsylvania Ohio and West Virginia region. Our Cloud and Data Center clients span the nation. We exist to transform technology into value for our customers and help small to midsized businesses succeed through advanced technology management personalized IT strategy and the constant support of our responsive team.
We are looking for an IT Support Analyst to provide support and resolution for client issues. This role is onsite in Pittsburgh and includes remote support via a ticketing system and occasional onsite visits to client locations for handson troubleshooting hardware deployment and network maintenance.
Key Responsibilities:
- Technical Support & Troubleshooting:
- Diagnose and resolve escalated hardware software and network issues.
- Troubleshoot incidents on client and server systems (Windows MacOS IOS Android) by utilizing RMM tools and documented troubleshooting steps to resolve customers in a timely manner.
- Answer Incoming Phone Calls following documented procedure to properly document in ticket and triage the business impact of incident.
- Respond to inbound email generated tickets following documented procedure
- to properly triage the business impact of incident.
- Basic troubleshooting incidents on client systems (Windows MacOS IOS Android) by utilizing RMM tools and documented troubleshooting steps to resolve customers in a timely manner before escalating if need be.
- Onsite Support & Installation:
- Travel to client sites to install configure and troubleshoot IT equipment.
- Perform hardware replacements upgrades and system deployments.
- Maintain and conducted basic troubleshooting of network devices (routers switches firewalls access points).
- System Administration & Maintenance:
- Manage and support Active Directory Office 365 and cloudbased applications.
- Monitor system performance and security applying patches and updates as needed.
- Client Relations & Documentation:
- Communicate effectively with clients to ensure a positive support experience.
- Document resolutions procedures and system changes in ITGlue.
- Provide user training and recommendations for IT best practices.
Required Qualifications:
- 2 years of IT support experience in a Managed Service Provider (MSP) or similar environment.
- Strong knowledge of Windows OS macOS Office 365 and common business applications.
- Some experience with networking (TCP/IP DNS DHCP VPNs firewalls switches and WiFi).
- Familiarity with remote management tools ITGlue and ConnectWise Manage ticketing system.
- Ability to lift and transport IT equipment (up to 50 lbs) and travel to client sites as needed.
- Valid drivers license
Preferred Qualifications:
- Industry certifications (CompTIA A Microsoft or similar).
- Experience supporting virtualization (VMware HyperV) and cloud platforms (Azure).
- Strong troubleshooting skills with printers VoIP systems and backup solutions.
Soft Skills:
- Excellent problemsolving and criticalthinking abilities.
- Strong written and verbal communication skills.
- Ability to work independently and manage multiple tasks efficiently.
Ascent Data offers its fulltime employees competitive wages a comprehensive benefits package that includes medical dental vision life disability a paid time off program paid holidays 401(k) retirement savings plan tuition reimbursement and an employee assistance program.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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