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Videndum plc · 1 day ago

IT Support Analyst

Cary, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

Videndum plc is a company that designs and manufactures cutting-edge display products for the independent filmmaker and cinematography industry. The IT Support Analyst will act as the first point of contact for technical IT assistance, providing troubleshooting, documentation, and support for IT projects.

BroadcastingPhotography

Responsibilities

Act as the first point of contact for colleagues seeking technical IT assistance over the phone or email, to offer an initial triage response or facilitate ticket logging and escalation processes

Performing remote troubleshooting through diagnostic techniques and asking pertinent questions

Determining the best solution based on the details provided of the issue and assist colleagues through the problem-solving process

Accurately categorize and record events, problems and their resolution. Create and maintain full documentation in line with existing procedures

Foster self-service resolution in colleagues and escalate unresolved issues to the next level of IT support

Provide colleagues with accurate information on IT products or services and offer feedback on outstanding tickets

Execute and have input into internal IT related polices, processes and procedures (for example employee onboarding workflow)

Basic administration tasks such as ordering and shipping of equipment

Acting as a champion for the importance of customer experience within the business

Contributing to the office culture, conduct and discipline to encourage an enjoyable, productive, and efficient workplace for all

Seeking success for the company, contributing, and supporting the company Vision and Values for the future growth to the benefit of all stakeholders

Fostering sound working relationships with all employees

Any other duties consistent with the job description that may be required from time to time

Qualification

Office 365 SolutionsActive Directory administrationWindows 10Basic Network troubleshootingWindows ServerVMwareNutanixTelephone mannerPrioritization skillsCooperationWritten skillsOrganizational skillsTime management

Required

High School Diploma

Minimum 2-3 years' experience in a similar IT Support Role

Proven technical ability, through relevant, demonstrable, technical qualifications/experience in one or more of the following: Office 365 Solutions, Active Directory administration, Windows 10, 11, iOS, Android, Basic Network troubleshooting

Windows Server, VMware experience, Nutanix

Use initiative to ensure that high importance deadlines and SLAs are met

Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint)

Excellent telephone manner and face to face communication skills

Excellent organizational, time management and prioritization skills

Always willing to cooperate and assist

Willingness to travel, as required, to other Videndum offices and remote sites for the purpose of onsite support