Position Overview

The IT Support Analyst will provide primary technical support, onsite and remotely, to end-users on various technical issues and problems on multiple platforms including desktops, laptops, mobile devices and other peripherals. They will also perform root cause analysis, develop checklists for typical problems and recommend procedures, controls, and user training for problem prevention. The IT Support Analyst will be supporting users across the US with tier 1 and tier 2 issues. They will be responsible for responding to, documenting, and resolving service tickets in a timely manner to meet Service Level Agreement (SLA). The IT Support Analyst must have excellent communication and problem-solving skills to diagnose, evaluate and resolve complex situations, or when appropriate, escalate or route them to appropriate IT team members. This position may require independent work, sharing information and assisting others with support issues or projects.

Core Responsibilities

Provide exceptional customer service in person, via phone or web conference, and email as appropriate
Resolve help desk issues including troubleshooting hardware and software issues
Perform user administration duties, using strict security protocols
Configure user applications according to documented standards
Administer e-mail accounts an lists using either Google Workspace or Office365
Configure laptops, desktops, and mobile device, as needed
Configure and deploy IP phones and service
Assist with basic network implementation and support across multiple sites, including firewall configuration, wi-fi access point management and switch configuration
Manage the helpdesk ticket queue to ensure that all service tickets are dealt with quickly and efficiently
Provide assistance and backup to the other members of the support team
Ensure that all critical matters are either dealt with in an efficient manner or escalated to the appropriate person as required to resolve
Document resolutions and update knowledge base
Other responsibilities, as required, to support the IT team

Critical Skills & Attributes

Effective process and technical training skills
Strong problem-solving and analytical skills to identify issues and develop effective solutions
Strong written and verbal communication skills to convey technical information clearly to non-technical stakeholders
Basic hardware, operating system and web application knowledge to provide technical support

Preferred Knowledge And Skills

Minimum 2 years of hands-on experience working in an end-user desktop support role or computer operations environment required.
Microsoft Office and Office365
Service Minder and Google Workspace experience preferred
Windows and Mac OS
Remote Desktop support
Chrome browser
Active Directory
Exchange and Outlook
Experience diagnosing VOIP handsets or softphones, helpful
TCP/IP, DNS and DHCP, basic understanding of switch and firewall configuration
Remote support for mobile devices
Basic understanding of AI and prompting
Understanding of anti-virus and related security products and protocols
Experience of working with a helpdesk management system, maintaining exceptional customer service levels, working in a team environment

Required Experience & Qualifications

2+ years of experience in an IT environment supporting users and processes
Strong analytical and problem-solving skills
Excellent communication and collaboration skills
Familiarity with IT frameworks and tools

Who We Are

Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry-leading brands across commercial and residential services: JAN-PRO, FRSTeam, Archadeck Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing and Canopy Lawn Care. Empower is dedicated to providing its customers with the highest quality products and services in the commercial and home services industry while simultaneously delivering its franchise owners committed personal support, tools and empowerment to pursue their own success. Empower Brands is a portfolio company of MidOcean Partners, a leading private equity firm with an excellent track record investing in successful, growth-focused franchise businesses. For more about Empower Brands, visit the company’s new website at EmpowerFranchising.com.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Empower Brands is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Empower Brands makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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IT Support Analyst