Analyst, Information Technology

Summary:

We are seeking a motivated Information Technology, Analyst to join our IT team. This role is responsible for providing first-level technical support, troubleshooting hardware/software issues, managing IT inventory, and ensuring smooth new hire setups. The ideal candidate should have experience with ServiceNow ITSM Incident Management, be detail-oriented, and maintain high standards of customer service while adhering to Service Level Agreements (SLAs).

Key Responsibilities:

Technical Support & Incident Management:

• Provide first-level support for desktops, laptops, and peripheral devices (printers, monitors, docking stations, etc.).
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Fulfill standard IT requests within fulfillment time matrix.
• Engage with end user directly via instant messaging, email, telephone, portal, virtual chat, remote control tool, or other approved media to intake, diagnose, update, escalate, and resolve technical issues.
• Log, track, and manage tickets using ServiceNow ITSM to ensure timely resolution and proper documentation.
• Create, review, edit and update documentation for internal users and end users.
• Accurately track time and meet utilization goals.
• Escalate complex technical issues to support teams as necessary.
• Work from an intake queue to ensure proper adherence to SLA requirements for response and resolution times.
• Maintain a clean and tidy workspace free from clutter.
• Present according to K2 business casual dress code (collared shirt or branded K2 shirt)

New Hire Setups & IT Inventory Management:

• Maintain accurate inventory control of IT assets, ensuring proper tracking and updates.
• Ship, receive, and manage IT equipment logistics, including remote employee device deployment and returns.
• Perform routine hardware audits and ensure compliance with asset management policies.
• Set up and configure new hire workstations, laptops, and user accounts targeting completion 1 week before their start date.
• Attend pre-onboarding calls as required
• Attend new user onboarding sessions for IT orientation. Ensure account access, systems access, hardware function, and troubleshoot in real time as needed.
• Set up and break down any service desk training sessions and rooms as required.

Remote & In-Office Support:

• Provide on-site support Monday through Thursday and optional remote assistance on Fridays as the schedule allows
• Assist remote users with troubleshooting via remote desktop tools and phone support.
• Support employees in resolving connectivity, VPN, and software access issues.

Required Skills & Qualifications:

• 1+ years of experience in a Desktop Support or IT Help Desk role.
• Proficiency in ServiceNow ITSM or similar ticketing system for incident and request management.
• Basic understanding of Windows, macOS, Office 365, VPN, and remote troubleshooting tools.
• Experience in inventory control and IT asset management.
• Strong knowledge of SLA adherence and ability to prioritize tasks effectively.
• Excellent communication and customer service skills with a problem-solving mindset.
• A desire to help technical and non-technical users with IT issues.
• Experience communicating within a corporate environment.
• Thinking creatively on how to improve the user experience.
• Ability to lift and move IT equipment as needed.
• Adhere to company dress code (collared or K2 branded shirt).

Preferred Qualifications:

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.
• Experience working in a corporate IT environment with ticketing system best practices.

What We Offer:

• Opportunities for growth and learning in an IT career path.
• A collaborative and supportive work environment.