IT Analyst

Job Description

This role is for In-Office support in our Philadelphia Office. This role will be full-time, Monday-Friday.

• Provides multichannel technical support to Integri Chain, Inc.’s internal users related to hardware, software, networking, and user education
  • Triages issues and service requests via phone, email, chat (Teams), and in-person conversation as necessary
  • Performs basic troubleshooting as part of triage, resolving issues where possible.
  • Accurately records and documents all details of the issue or service request, including user issue description, steps taken during triage, categorization and assigning priority into the IT service ticketing system
  • Provides user education on all internally supported devices, applications and systems
  • Escalates issues to appropriate second- and third-level subject‑matter experts in accordance with service‑level agreements and follows up on incidents when appropriate
  • Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, and team members) to answer questions and resolve issues
  • Manages end‑user relationships, communicating the status of open service requests and ongoing incidents
  • Ensures service requests are answered within acceptable time frames, based on our SLAs
• Manages, deploys, tracks and retrieves company technical equipment
  • Tracks inventory, and status thereof – held in office, deployed, shipped, returning, etc – including employee equipment, and in‑office equipment
  • Performs pre‑employment surveys with onboarding managers to determine employee equipment needs
  • Completes initial set up of employee equipment – laptops, docking station, monitors, keyboard and mouse, etc
  • Ships laptops to end‑users and assists with initial set up upon receipt by the user
  • Coordinates return shipments for equipment from offboarded users
  • Refreshes and resets returning equipment, preparing devices for re‑deployment or recycling, depending on equipment status
• Tracks compliance, and other status of laptops using Mobile Device Management (MDM) tools
  • Ensures encryption, passwords, and other compliance requirements are met by each device
  • Runs, reads and acts upon compliance reports from MDM
• Manages available applications and policies applied by Mobile Device Management tool
  • Ensures applications being pushed to end‑user equipment are up to date
  • Works with Security team to ensure policies pushed to end‑user devices are accurate, up to date, and effective
• Writes accurate technical documentation
  • Documents processes and procedures in an organized, readable manner
• Supports LANs, WANs, network segments, Internet, and intranet systems.
• Communicates with various vendors, as needed, to support IT and daily user activities
• Collaborates on IT initiatives and projects with cross‑functional teams

• Communication :
  Excellent Verbal and written communication skills. Able to clearly explain to people without tech backgrounds
• Critical Thinking :
  Possess strong critical thinking skills to work through software troubleshooting issues
• Organization :
  Requires strong organization skills to ensure inventory and documentation accuracy.
• Collaboration :
  Work with the Service Desk and other departments collaboratively.
• Learning :
  Willingness to continually learn, as the field constantly changes. Demonstrate adaptability and the ability to grow with their field.

• Minimum 1‑2 years of experience in an IT support function OR 3‑4 years in a customer‑facing support setting.
• Strong troubleshooting skills related to Windows OS, Mac OS, Active Directory – both on‑premise and cloud‑based, File Sharing systems, Productivity Tools – such as Word, Excel, PowerPoint, and networking
• Thorough knowledge of Microsoft Office 365 Admin Center(s)
• Experience with Mobile Device Management systems such as Intune or Workspace One
• Experience with laptop builds – both Windows and Mac – including application installation, encryption process, hardware configuration, and MDM enrollment
• Solid understanding of basic networking technology and principles such as DNS, Switches/Routers, and the OSI model
• Solid understanding of software licensing and how it is applied.
• Fami…