Sr. IT Support Analyst

Position:  Full-Time Employee
Department:  Information Technology
Description:  InReach is currently recruiting for an experienced IT Support Analyst. The IT Department provides operational, support and development assistance related to all facets of technology within InReach. This includes, but is not limited to:

  • PC Maintenance/Support - Maintain and support InReach's PC users and associated equipment.
  • Spec And Acquire - Spec and acquire new equipment as required.
  • Field Support - Maintain and support field equipment such as portable computers and equipment at both corporate offices and remote sites in the greater Mecklenburg area.
  • Troubleshooting - Support and troubleshoot PC hardware, software and connectivity issues as required.
  • Timely diagnosis and resolution of all PC issues.
  • Preventative maintenance.
  • Work closely with all InReach employees to provide solutions support.
  • Schedule upgrades with proper notification to management and system operators.

In this role, you will often:

  • Manage support requests via phone, email and web portal within service level agreement requirements
  • Troubleshoot and resolve system related issues including application operations, software/hardware malfunctions and network connectivity issues
  • Manage and track IT and non-IT assets (PCs, Printers, Monitors, etc.) via service desk management software and maintain accurate physical inventory
  • Assist with software installation issues
  • Educate/Train clients on product solutions
  • Assist employees in using their computer systems to achieve their goals/objectives
  • Interpret and communicate specialized technical material into information usable by employees
  • Establish project tasks, related timelines and update Management on progress
  • Identify potential system and operational enhancements
  • Manage confidential and proprietary employee & customer information
  • Acquire a general understanding of the operating environment and ability to understand business workflow and organization.

Qualifications:  The successful Candidate will possess the ability to respond to technical service requests on PC and laptop computers, support Microsoft Office 365 applications, telecommunications systems as well as server and networking devices at our primary office location in the Charlotte, NC area and occasionally remote sites in Mecklenburg, Union and Cabarrus Counties. The Candidate must have hardware experience to support a variety of Windows-based desktops & laptops, core legacy and networking devices such as SonicWall routers and Unify WAPs, hubs and switches. The Candidate should also be knowledgeable on various Microsoft operating systems and desktop applications. This position requires a working level of expertise in Windows-based operating systems (specifically Windows 10 Professional and previous, i.e. Windows 8), Server software (Windows Server 2012 R2), network-attached and standalone document processing products such as scanners and printers and other devices like tablets and smartphones. This position is intended as the primary role for providing complex deskside support to InReach personnel. The majority of assigned daily tasks are service events related to desktop, account administration, server, and Microsoft Office 365 applications, with knowledge of network, communications devices (SIP and VoIP Phones) and related equipment.

Required Experience:  5+ years of experience with customer service / support with 3 or more years of experience in a field service support role.

Location:  Charlotte, NC area with occasional travel to Monroe, NC and Concord, NC.

Schedule: Hours are: 8:30AM - 5:30PM EST with occasional evenings and weekends.

Physical/Practial Requirements:  Computer/Electronics operation, car, cellphone and phone system operation as well as the ability to lift up to 50 lbs. is required. Off hours and weekend support may be required on occasion.

Contract :
Job(s) available(s) :
Experience :
3+ years
Education :
Bachelor Degree
Location :
Charlotte, NC
Latest modification :