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IT Support Analyst

  • Job
    Full-time
    Junior (1-2 years) - Mid-level (3-4 years)
  • Data
  • Corona

AI generated summary

  • You need a high school diploma, CompTIA A+ Certification, Microsoft Associate/Professional Certificate, 1 year IT ticketing experience, and familiarity with ITIL processes. Excellent communication, problem-solving, and organizational skills are a must. Advanced degrees and technical experience are preferred.
  • You will provide technical support, troubleshoot issues, perform installations, manage IT equipment, assist with user on-boarding and departure processes, maintain inventory, and ensure compliance with IT policies at Monster Energy.

Requirements

  • Basic Requirements:
  • High school diploma or equivalent
  • CompTIA A+ Certification
  • Candidate will have obtained or in the process of earning a Microsoft Associate/Professional Certificate
  • 1 year experience working in an IT ticketing system
  • Experience working ITIL environment
  • Key Competencies
  • Oral and written communication skills
  • Learning skills
  • Customer service orientated
  • Problem analysis
  • Problem-solving
  • Adaptability
  • Planning and organizing
  • Attention to detail
  • Ability to multi-task and work in a fast paced environment
  • Preferred Requirements:
  • Bachelor’s Degree in Information Systems, Business, Communications or related field
  • 2 years of relevant technical experience
  • Microsoft Certified Professional
  • 2+ years of experience in Apple iOS deployments and Mobile Device Management Systems
  • Experience with Microsoft System Center Service Manager

Responsibilities

  • Respond to requests for technical assistance in person, via phone or electronically
  • Address specific queries, troubleshoot problems and issues, interact with other members of the IT Team, perform IT installations, carry out supplementary IT tasks, work on new applications and liaise with external vendors
  • Diagnose and resolve technical hardware and software issues for deployed IT equipment
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer Help Desk software
  • Redirect problems to appropriate resource
  • Identify and escalate situations requiring urgent attention
  • Track, route problems and requests while documenting resolutions
  • Stay current with system information, changes and updates
  • Provide help desk support and resolve problems to the end user’s satisfaction
  • Monitor and respond quickly and effectively to requests received through the IT Help Desk
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • Modify configurations, utilities, software default settings, etc. for the local and remote workstations
  • Utilize and maintain the Help Desk tracking software
  • Assist with on-boarding of users, manage equipment setup and deployment for new employees
  • Assist with employee departure process, manage equipment retrievals and asset re-assignment
  • Install, test and configure peripheral equipment and software
  • Maintain inventory of all equipment, software, and software licenses
  • Manage users and computers in Active Directory
  • Configure, deploy, repair and troubleshoot mobile devices
  • Perform replacement/exchange equipment procedures with end users and wireless carriers
  • Provide training to end users on the use of mobile devices and related software
  • Perform tasks in compliance with current IT and company policies.

FAQs

What tasks will I be responsible for as an IT Support Analyst?

As an IT Support Analyst, you will be responsible for managing and performing tasks in the Help Desk ticketing system and phone queue. You will provide maintenance of mobile devices, analyze requirements, resolve problems, install hardware and software solutions, and support end users. You will also be responsible for the administration and internal support of the company's mobile devices, including equipment deployments, end user support and training, asset tracking, and managing mobile device management systems.

Unleash the Beast!

Retail & Consumer Goods
Industry
1001-5000
Employees
2002
Founded Year

Mission & Purpose

Monster Energy is more than an energy drink, it is a lifestyle! We support the scene, our bands, our athletes, and our fans. We back athletes so they can make careers out of their passions. We strive to create immersive and authentic experiences that inspire. We celebrate with our fans and riders and employees! We are a brand that represents being the best at what we do. Join Us! Monster Energy is an affirmative action and equal opportunity employer.