PBK · 19 hours ago
IT Support Analyst I
Sugar Hill, GA
Full-time
Onsite
Entry Level
2+ years expPBK is seeking an IT Support Analyst I to assist staff with technical support for desktop computers and applications. The role involves diagnosing hardware issues, providing support for software applications, and managing user onboarding and offboarding processes.
ArchitectureCivil EngineeringConsulting
Responsibilities
Workstation configuration, deployment, and troubleshooting with Windows 11
Diagnose and resolve complex hardware issues
Installation of PBK approved applications, plugins, and toolsets
Monitor and resolve hardware and software issues through event logs and INC RMM toolset
Provide installation, troubleshooting, and guidance for PBK approved applications and software
Provide escalated support for all Level 1 escalations
Onboard new users and workstations, adhering to the established PBK onboarding policy
Offboard employees and workstations, adhering to established PBK offboarding policy
IT Analyst is required to complete a Service Desk ticket for all activity with thorough and complete documentation
Provide second-level technical support for hardware, software, and network-related issues
Collaborate with Level 1 support analysts to escalate and resolve complex issues
Use remote support tools to troubleshoot and resolve technical issues
Perform root cause analysis and develop solutions to recurring issues
Document all employee interactions and support requests in the ticketing system
Communicate technical information to non-technical users in a clear and concise manner
Provide guidance and mentorship to Level 1 support analysts
Continuously update technical knowledge and skills to stay current with industry trends and advancements
Adhere to company policies, procedures, and best practices
Maintain cleanliness and organization in all IT spaces
Assist with the development and implementation of IT policies, procedures, and best practices
Escalate unresolved issues to Tier 3 support
Maintain a detailed, advanced working knowledge of PBK telephones, desktops, laptops, workstation peripherals, printers, network drives, PBK approved applications and plugins, and IT toolsets, including RMM and ticketing system
Have a working knowledge of Microsoft 365, specifically with Azure Active Directory, Endpoint Manager, Intune, and Autopilot
Complete documentation and ticketing thoroughly, completely, and accurately
Complete time entry and tickets in real-time
Address all open issues every business day, until resolved
Address escalations from Level 1 within the same business day
Complete a minimum of one certification per calendar year
Continued education and training is expected
Solid understanding of Windows operating systems and Microsoft Office Suite
Familiarity with architecture applications such as AutoCAD, Revit, SketchUp, Lumion, and Adobe products is a plus
Ability to troubleshoot hardware and software issues on laptops, desktops, printers, and other peripherals
Strong problem-solving and analytical skills
Excellent written and verbal communication skills
Ability to work independently and in a team environment
Demonstrated ability to prioritize and manage multiple tasks and responsibilities
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent work experience
2-3 years of experience in an IT support role
Provide second-level technical support for hardware, software, and network-related issues
Collaborate with Level 1 support analysts to escalate and resolve complex issues
Use remote support tools to troubleshoot and resolve technical issues
Perform root cause analysis and develop solutions to recurring issues
Document all employee interactions and support requests in the ticketing system
Communicate technical information to non-technical users in a clear and concise manner
Provide guidance and mentorship to Level 1 support analysts
Continuously update technical knowledge and skills to stay current with industry trends and advancements
Adhere to company policies, procedures, and best practices
Maintain cleanliness and organization in all IT spaces
Assist with the development and implementation of IT policies, procedures, and best practices
Escalate unresolved issues to Tier 3 support
Maintain a detailed, advanced working knowledge of PBK telephones, desktops, laptops, workstation peripherals, printers, network drives, PBK approved applications and plugins, and IT toolsets, including RMM and ticketing system
Have a working knowledge of Microsoft 365, specifically with Azure Active Directory, Endpoint Manager, Intune, and Autopilot
Complete documentation and ticketing thoroughly, completely, and accurately
Complete time entry and tickets in real-time
Address all open issues every business day, until resolved
Address escalations from Level 1 within the same business day
Complete a minimum of one certification per calendar year
Continued education and training is expected
Solid understanding of Windows operating systems and Microsoft Office Suite
Ability to troubleshoot hardware and software issues on laptops, desktops, printers, and other peripherals
Strong problem-solving and analytical skills
Excellent written and verbal communication skills
Ability to work independently and in a team environment
Demonstrated ability to prioritize and manage multiple tasks and responsibilities
Completion of CompTIA A+ Certification
Preferred
Completion of Microsoft Exam MD102: Endpoint Administrator preferred
Completion of Microsoft 365 Certified: Fundamentals preferred
Familiarity with architecture applications such as AutoCAD, Revit, SketchUp, Lumion, and Adobe products is a plus
Company
PBK
PBK is an architecture and engineering firm that offers design and consulting services for public and private sectors.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2020-07-23Acquired
Leadership Team
Dan Boggio
Founder, President and CEO
Roy Montalbano
President
Company data provided by crunchbase