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- Rochester, NY
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IT Support Analyst
BioTelemetry • Rochester, NY
Posted 5 days ago
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The IT Support Analyst has responsibility for providing support for corporate desktops, laptops, and telephones. The IT Support Analyst is an on-site resource for responding to Work Orders created for assistance with corporate IT systems and resources. In addition, the individual will be responsible for supporting external customers with customer-facing portals. The IT Support Analyst interacts with Information Technology groups as well as the internal end user community. This position reports to the Director, IT Infrastructure.
Essential Duties & Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Responding to internal and external customer telephone and email inquiries to the IT Helpdesk
- Documenting and logging all requests for support in a ticket tracking system
- Providing technical desktop support via telephone and on-site
- Providing instant remote support for internal and external customers
- Providing technical assistance on projects, as assigned
- Escalating properly of technical support issues, as appropriate
- Routine monthly maintenance, as assigned
- Working occasionally during evenings and weekends
- Other duties may be assigned
• The physical demands are representative of those an employee encounters while performing the essential functions of this job
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
• College degree or equivalent experience
• 1-2 years of experience in an enterprise environment
• Teamwork, results oriented, and self-motivated
• Active Directory
• Microsoft Exchange
• Desktop and laptop support
• Mobile device support
• Windows XP, 7, and 8
• VoIP/Hosted PBX
• Remote Desktop Support
• Video Conferencing
• Microsoft Office Suite 2010/2016
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Strong customer service and organization, ability to multi-task, detail oriented, team player, demonstrates initiative and flexibility in a fast paced environment.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions in mathematical or diagram form and deal with several variables.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move computer related equipment (Monitors, Computers, Printers, Misc Hardware).
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
5 - 10% may be needed.
BioTelemetry is an equal opportunity employer who strictly prohibits discrimination against any employee or applicant for employment because of the individual’s race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran’s status, or any other characteristic protected by law. Affirmative action will be taken to ensure that all employment decisions, including but not limited to those involving recruitment, hiring, promotion, training, compensation, benefits, transfer, discipline, and discharge, are free from unlawful discrimination.