IT Support Analyst

The Support Analyst is responsible for providing first and second level IT support to provision maintain and troubleshoot computing hardware mobile devices and client software. They effectively support local and remote end-users address technical questions resolve functionality needs and improve systems or processes.

Promptly respond to customer and stakeholder IT Support inquiries through in-person requests e-mail phone calls and ticketing software systems.
Provide technical issue resolution for IT systems including computers mobile devices client software enterprise applications and collaboration systems.
Prioritize manage and track requests or issues through the IT ticketing system.
Communicate with users throughout the lifecycle of a request regularly updating the status of problem resolutions.
Troubleshoot and diagnose system errors with computer software hardware and networking issues.
Conduct research to understand technology issues and undertake root cause analysis to determine optimal resolutions.
Coordinate referrals and investigations across support technical and business teams escalating responsibility to the correct group when appropriate.
Work effectively across various levels of the organization serving as a liaison with other teams vendors consultants and customer groups.
Install and configure workstations computer hardware peripherals operating systems and software to end users.
Deploy new systems to users through onboarding procedures and coordinate delivery of equipment.

Maintain systems with regular software testing deployment of upgrades or patches and device repairs.
Manage user accounts creation modification and deletion in conjunction with business processes and user onboarding procedures.
Populate and maintain asset inventory databases for hardware software licenses and configuration management records.
Create training documentation and knowledge bases for end-users on IT products and procedures.
Conduct ongoing training of users and provide educational assistance through various forums.
Ensure IT support processes follow required business procedures and practices like change control quality management data governance and performance service level agreements.
Advocate for continuous improvement by analyzing trends resolving process issues and proposing customer service advancements.
Stay current on industry advancements and technical capabilities in the areas of computer hardware operating systems MS Windows administration anti-virus configuration management software distribution collaboration tools remote desktop management account or identity management networking and audio-visual equipment.
Perform work under general supervision. Handle moderately complex issues and problems while referring more complex issues to other teams. Possess solid working knowledge of a specific subject matter.

Minimum Work Experience/Educational Requirements:

Minimum two-year technical university degree or equivalent experience to provide comparable background. Or equivalent certificate or diplomas in Information Technology field.
Minimum one year of prior relevant work experience in a similar IT support role or equivalent work experience.

Proven track record of strong customer service and thrives in a client orientated environment
Effective oral and written communication skills
Comfortable in both interpersonal communication settings and delivering small group presentations
Interact professionally throughout all levels of the global organization
Ability to work collaboratively and foster teamwork across local and globally virtual teams
Ability to work independently and efficiently to meet deadlines with minimal supervision
Self-motivated with the ability to organize and manage several tasks at once
Excellent analytical and problem-solving skills
Ability to remain calm and receptive in fast paced situations
Predisposition to continuously improve upon existing procedures and desire to create

Physical Requirements/Work Environment:

Works under general office environment conditions
Sitting for extended periods utilizes close visual acuity for working with computers equipment etc.
Must be able to perform the essential functions of the job subject to reasonable accommodation requirements under the ADA
Requires occasional early morning or late evening teleconferences
International and domestic travel as required

Employee Requirements:

Sign non competition and confidentiality agreements. Compliance with all policies of the company including without limitation the Cook Employee Manual Cook Code of Conduct Cook Electronic Information Policy Product Complaints HIPAA regulations and Cook Policy & Guidance On Interaction with Healthcare Professionals