IT Support Analyst
Description
- Interprets, analyzes, diagnoses, documents, and resolves Level 1 and Level 2 IT issues related to internally supported hardware, peripherals, and software systems.
- Responds to Level 1 and Level 2 incoming calls and service tickets to provide technical support and guide end users through step-by-step solutions.
- Provides company-wide support through multiple communication channels, including but not limited to in-person, email, chat, phone, and/or remote support tools (e.g., emote Help, Remote Control Viewer, TeamViewer).
- Creates incident and/or service request using ServiceNow ticketing system to document user interactions.
- Monitors and follows up on open or resolved tickets, scheduled hardware and software upgrades, and tickets escalated to other support teams to ensure timely progress and resolution.
- Prioritizes requests and incidents in ticket queues to ensure timely resolution and compliance with service level agreements (SLAs). Follows Incident Management Workflow for ticket routing procedures.
- Provides responsive, high-quality customer service to all end users across the organization.
- Provides timely ticket status updates to end users throughout incident or request lifecycle.
- Performs basic administrative and security tasks for a variety of applications and software, including, but not limited to SharePoint, Microsoft 365, Microsoft Exchange, Genesys, Active Directory, and various applications developed internally.
- Diagnoses and solves complex issues for application software, operating systems, and antivirus in real-time.
- Assists end users in operating IT equipment.
- Provides technical assistance, training, and recommends remedial actions, as needed.
- Creates and updates Knowledge Articles ensuring the article has proper formatting, naming conventions, is sufficient to solve the issue, and is not a duplicate.
- Documents incident solutions in problem records and Knowledge Articles.
- Escalates complex incidents and tickets to specialized IT Teams, as necessary.
- Establishes and maintains strong working relationships with various Company departments and team members.
- May serve as resource to other team members for technical issue resolution.
- Performs other related duties and projects as business needs require at direction of management.
- High School Diploma or GED.
- Formal education in Information Technology a plus.
- Minimum three (3) years of experience in applications or IT technical support.
- Previous experience supporting enterprise applications, required.
Pay Range: $30.00 to $32.00/ hr
ABOUT US
ORB Innovations is a London-based startup making waves in the world of contact and combat sports. With a passion for innovation, ORB makes Smart Mouthguards that protect athletes teeth AND track their fitness, performance and wellness, providing valuable data to help them train smarter and push further... What's a Smart Mouthguard? Imagine a Fitbit, in a mouthguard!
ORB's products are the first and only of their kind, from heart-pumping beats to head-turning impacts, we've got these athletes covered with a wearable that's tailored to their sport.
Founded in 2017, ORB has spent over 5 years tirelessly working to bring this groundbreaking technology to market. Now, as ORB expands its team, join us in bringing the future of sports technology to athletes everywhere.
THE INTERVIEW PROCESS
Our process involves three stages:
- Resume Review & Short List.
- Initial Call (Depending on the role, a take home task may also be requested).
- Final Interview.
Our average process takes approximately 2-3 weeks, but we always work around your availability.
You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions or want to talk through reasonable adjustments ahead of or during your application, please contact us at [email protected].
WHAT'S IN IT FOR YOU
We're a hardware enabled sports analytics startup with an expanding passionate team, collaborating and creating extraordinary physical & digital products that have the potential to make a significant difference to our customers lives. If you love sports and technology, this is where the two meet!
There are loads of ways we help ORB-ians do the best work. We often review and enhance our benefits, but here's a brief overview of what we offer right now. If you'd like more information on any of them, just ask!
You can see a full list of employee benefits at https://orbsport.com/pages/careers.
EQUAL OPPORTUNITY STATEMENT
We are actively creating an equitable environment for every ORB-ian to thrive.
One of our priorities is to promote diversity and inclusion, ensuring that we provide ample support for all our employees to grow within the company. Embracing diversity in all its forms and fostering an inclusive environment are essential to our ethos.
As an equal opportunity employer, we consider all applicants for employment without any bias based on ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.