IT Training and User Support Analyst

The Information Technology Training and User Support Analyst will work with their direct supervisor to analyze, develop, document, and support corporate computer systems, assist in LAN/WAN operations (including Windows Servers and Active Azure Directory support), and provide corporate IT-related training for AKF end-users. The qualified candidate for this role is customer service-focused, well-organized, and detail-oriented, with extensive hardware and software support experience. The candidate will manage and support scheduling platform and office application training, including Teams, SharePoint, Word, Excel, and PowerPoint. The core hours for this position are Monday through Thursday, 8:30 am to 5:00 pm, and 9:00 am to 3:00 pm on Fridays, with night and weekend hours required as needed. The position will require a combination of in-office and remote work.

ESSENTIAL FUNCTIONS

USER

SUPPORT AND ENGAGEMENT

Respond to user requests for assistance courteously, timely, and efficiently. Establish and maintain good working relationships with all employees.

Manage the Help Desk Operation, including end-user support and troubleshooting.

Provide prompt and effective user support for IT-related issues, including hardware, software, and network problems.

Diagnose and troubleshoot technical issues, offering clear and concise solutions to end-users.

Collaborate with the IT team to escalate complex technical problems for efficient resolution.

Foster a positive relationship and experience with end-users by demonstrating patience, empathy, and strong communication skills.

Conduct user surveys and gather feedback to identify areas for improvement and tailor training programs accordingly.

Establish and manage a centralized knowledge-sharing platform or repository to store training materials, user guides, and troubleshooting documentation.

Organize and lead knowledge-sharing sessions or workshops for internal staff, promoting the use of available resources.

Actively participates in a culture of knowledge sharing by facilitating discussions, forums, or collaborative spaces where team members can exchange insights and solutions.

TRAINING

Develop and conduct employee training sessions on various IT tools, software applications, and systems.

Create engaging training materials, presentations, and resources to facilitate effective learning.

Identify opportunities to enhance training content, delivery methods, or curricula to meet end-users needs better.

Continuously assess training effectiveness and make improvements based on feedback and evolving IT trends.

Provide support and training for Microsoft Office 365 suite of applications (Teams, Word, Excel, PowerPoint) and explain applications to end users.

Develop self-help resources and FAQs for common IT issues and requests.

Conduct quality checks on training materials and documentation to ensure accuracy and relevance.

Implement quality assurance measures to enhance the overall user support experience.

Support software and system testing during development and installation.

Deploy, maintain, and support phone systems, including onboarding and offboarding employees with phone numbers and voicemail setup.

VENDOR SUPPORT AND ESCALATIONS

Communicate escalated and business-critical Issues to IT Management. Work directly with vendors to receive support on and resolve escalated issues.

Assist in laptop imaging operations using Intune or equivalent technology, such as Endpoint Central (OS Deployer)Set up and support Audio Visual (AV) for meetings. Set up conference calls and webinars with laptop computers and digital screens with AV and troubleshoot problems. Manage regular desktop patching operations. Manage Storage Room organization and maintenance of up-to-date inventory management. Support Remote Access Issues on VPN (Virtual Private Network).Assist with maintaining and administrating Windows Servers, SQL, Exchange servers, and software applications.

Perform other related responsibilities as required.

SKILLS:

Microsoft Windows Server 2016, VMWare vSphere 7.0 or greater, IP Phones and Voicemail, Microsoft Admin (Azure Active Directory) and Exchange Admin Center on the Cloud, Microsoft Office 365 desktop and cloud applications, Okta

SSO & MFA

technologies, Print management and printers, Audiovisual systems (TV displays, Barco Clickshare, Crestron, Polycom, wireless mics, etc.).