Senior IT Support Analyst

Position Profile (Job Summary)

The Senior IT Support Analyst is responsible for providing advanced technical support, system administration, and user assistance to ensure the smooth operation and support of the organization's IT infrastructure. This role requires a blend of hands-on troubleshooting skills, customer service expertise, and proactive involvement in IT projects, with a focus on improving system reliability, efficiency, and security. The analyst will act as an escalation point for complex technical issues and mentor junior IT support staff.

Pay Range

$30.00 - $44.50/hour DOE

Benefits

401(k) with company match

Life insurance

Employee Assistance Program

Health insurance

Vision Insurance

Disability insurance

Dental insurance

Paid time off

Voluntary Accident insurance

Essential Job Responsibilities

• Provide Tier 2 and Tier 3 support for hardware, software, networking, and application issues
• Diagnose, troubleshoot, and resolve complex technical problems in a timely manner
• Act as an escalation point for junior IT support team members
• Administer and maintain servers, cloud platforms (Microsoft 365, Azure), and enterprise applications
• Have a good knowledge of the endpoint security tools, agents and device management platforms utilized at TOTE
• Monitor system performance, ensuring availability, reliability, and capacity planning
• Lead or support IT projects such as system upgrades, migrations, and new technology rollouts
• Evaluate and recommend new technologies, tools, and processes to enhance IT services
• Document technical procedures, knowledge base articles, and best practices
• Work closely with the different business units at TOTE to understand IT needs and provide solutions aligned with ITSS organizational goals
• Liaise with external vendors and service providers to resolve issues
• Provide training and guidance to end users and IT colleagues
• Develop with the ITSM support team a knowledgebase directory of "How To" guides and SOP's for users to access
• Other duties as assigned, to support IT leadership and organizational objectives

Knowledge, Skills, and Abilities:

• 5+ years of IT support or system administration experience, with at least 2 years in a senior/lead capacity.
• Strong knowledge of Windows and macOS environments, Microsoft 365, Active Directory, and common business applications.
• Knowledge of the ITIL Program
• Experience with networking (LAN/WAN, VPN, firewalls, wireless) and IT security best practices.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated leadership and mentoring capabilities.
• Customer-focused mindset with a commitment to high-quality service delivery.
• Must pass drug screening and background checks, which include employer, customer, and/or SIDA background checks
• Must be authorized to work in the United States.

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent work experience).

Judgment

• Must be familiar with a variety of the field's concepts, practices, and procedures; relies on extensive experience and judgment to plan and accomplish goals.

Work Environment

• Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
• Light travel between islands and mainland may be required.

Physical Effort

• Most work requires normal physical effort.

Manual Dexterity

• Requires moderate use of personal computer (word processing and spreadsheets) for compiling reports, statistical data, composing memoranda, and other similar documents.

Reasonable Accommodation:

It is Naniq's business philosophy and practice to provide reasonable accommodation, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.