IT Support Analyst AV

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This range is provided by Beacon Hill. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$26.00/hr - $30.00/hr

This is a contract position and will be working on site 5 days a week.

Our client on the east side of Cleveland has an immediate opening.

The IT Support Analyst role encompasses the effective execution and closure of request and incident tickets pertinent to your site, developing and maintaining positive relationships with key stakeholders, and proactively addressing issues to prevent service disruptions.

In this role you will collaborate closely with the Site IT, Global Support, Monitoring and Service Management teams to strengthen partnership with the business and drive operational excellence.

Audio/Visual meeting room setup is required;
Microsoft Teams technology preferred.

• Record all service requests in the ticketing system, including calls, emails, voicemails, chats, and walk‑ins.
• Deliver precise and comprehensive solutions to user inquiries, escalating or transferring incidents when necessary.
• Inform users about the status of their service requests or incidents.
• Troubleshoot complex hardware and software issues on PCs, perform installations and upgrades.
• Investigate and address inquiries in line with established policies.
• Manage incident resolution and service request fulfillment in collaboration with various teams.
• Identify recurring support issues and create problem tickets.
• Contribute to and maintain knowledge base documentation.

• Install and support meeting room equipment conforming to IT standards for conferencing.
• Provide local support for networks, servers, and security, including hardware replacements.
• Enhance communication and problem‑solving skills continuously and develop more efficient support methods.
• Participate in projects to improve service quality and foster technical and career development.
• Assist in the global rollout of new applications and provide support at local sites.
• Educate and train local site users on IT systems and processes.
• Collaborate with vendors or third parties for issue resolution or upgrades at local sites.

The ideal candidate should possess a technical degree with 3+ years of relevant experience, along with the following competencies:

• Microsoft Windows 10 and 11
• Office 365 applications such as Teams, One Drive, Outlook, and One Note
• Web browsers including Microsoft Internet Explorer, Edge, Google Chrome, and Safari
• PDF applications like Adobe Acrobat and Foxit Reader
• Service Now for service management

If qualified and interested, please submit a resume using the link below.

Beacon Hill is an equal‑opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self‑identification form, please  or copy and paste the following link into an open window in your browser:

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successful hire, details will be provided related to our benefit offerings.

Entry level

Contract

Information Technology

Information Services