IT Support Analyst Job Description Sample

Find below a sample job description template for the position of IT Support Analyst:

Company: _____________________

Job Title: IT Support Analyst

Location of the Job: Bloomington, MN 55431

Job Description:

The Support Analysts will monitor incidents that occur in the client’s Information System environment, escalate issues as necessary, and maintain documented response and resolution agreements. This position acts as the liaison between the client, the Information Systems support levels, and the Help Desk.

Position Requirements:

  • Experience with conference call and meeting etiquette
  • Highly developed oral and written communication skills
  • Highly developed problem solving skills with the capacity to work independently
  • Experience with Service or Help Desk call center operations
  • Awareness of the ITIL framework, specifically the activities involved with the Incident, problem and change management processes
  • Awareness of or experience with LAN and WAN technologies
  • Awareness of or experience with server systems, databases, web and desktop applications
  • Experience with enterprise level Information System support
  • Proven conflict resolution skills

Duties and Responsibilities:

  • Provide remote support for end-users
  • Prioritize requests for technical assistance
  • Learn and support new technologies in order to support our end user population
  • Provide comprehensive technical support services across all technologies including MS Outlook, MS Office, Blackberry, and Active Directory
  • Diagnose technology problems over the telephone determining the source of the problem and take to resolution
  • Adopt superior customer service best practices and unsurpassed troubleshooting skills; lead by example
  • Take all steps to troubleshooting issues (tracking, resolution, and escalations)
  • Closely follow internal processes such as change, outage, incident, and problem management

Salary: $12,000.00 – $14,000.00 /year

Contact Information:

[Contact Person]

Phone: ______________________

Fax: ________________________

E-mail: ______________________