IT Support Analyst

Responsibilities:

• Respond to client inquiries and technical support requests promptly and professionally.
• Diagnose and resolve hardware, software, network, and system issues for clients.
• Install, configure, and maintain computer systems, hardware, and software applications.
• Monitor and maintain computer systems and networks to ensure smooth operations and identify potential issues proactively.
• Set up and troubleshoot email accounts, printers, and other peripherals for clients.
• Assist clients with basic training on software applications and technology usage.
• Document all technical issues, solutions, and client interactions accurately in the ticketing system.
• Collaborate with senior IT staff to escalate and resolve complex technical issues.
• Stay up-to-date with the latest IT trends and technologies to provide the best possible solutions to clients.
• Provide exceptional customer service and maintain a positive client-focused approach.

Requirements:

• Minimum academic qualification of an HND in Computer Science, Information Technology, or a related field is preferred but not mandatory.
• Minimum of 2 years of proven experience as an IT Support Analyst or similar role.
• Solid understanding of computer systems, hardware, software, networks, and applications.
• Familiarity with Windows and Mac operating systems.
• Working knowledge of Active Directory, Microsoft Office Suite, and email configuration.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Strong problem-solving and analytical skills to identify and resolve technical issues.
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical users.
• Ability to work both independently and as part of a team in a fast-paced environment.
• Professional certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent will be an advantage.