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IT Support Analyst with Indianapolis Colts in Indianapolis · IN

Indianapolis Colts jobs
Sports Jobs in Indianapolis · IN
Technical Services: IT Database Management/Services


The IT Support Analyst is responsible for the end-to-end IT experience. You will provide exceptional customer service and technical support for both onsite and remote employees. You will triage, resolve, and escalate (when necessary) users' technical requests related to common desktop productivity applications and common hardware issues. You will support ancillary systems and devices including conferencing systems and mobile devices. You will setup new users including system and hardware setup, lockout resolution, software maintenance and Office 365 administration. Timely initiation and maintenance of communication with users is expected in this position; customer service and technical skills are equally important. This is a full-time position working from our main offices at the Indiana Farm Bureau Football Center in Indianapolis, IN. The successful candidate will embody the Colts core values in support of the team's mission to entertain, inspire and unite by winning the right way.

HIRING MANAGER

Nathan Hayes

DIRECT REPORTS

None

RESPONSIBILITIES
 
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a kind and professional attitude
  • Analyzes and resolves incidents regarding use of application software or hardware. Logs and tracks incidents from identification through resolution
  • Recommends and implements improved process and best practices in the realm of internal IT support
  • Maintains and protects confidentiality with regard to all aspects of employee information
  • Install, configure and support of IT equipment such as mobile devices, desktops, laptops and printers
  • Guide and assist users with simple, step-by-step instructions
  • Continually provide updates to all users regarding IT issues in a prompt and professional manner
  • Accurately prioritize, update and document service requests and resolutions within our ITSM platform
  • Manage IT equipment tracking documents and ensure inventory control procedures are executed
  • Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases
  • Maintaining system-related documentation, policies and procedures
  • Troubleshooting network communication issues, network services, and end user network connectivity
  • Upgrade end-user workstation hardware and software per predetermined roadmap
  • Perform other duties as assigned.
QUALIFICATIONS
  • Bachelor’s Degree or IT Certifications preferred (may substitute other IT coursework and experience for education requirement)
  • 3 years of experience supporting employees in an internal IT support role required
  • Experience using modern IT support ticketing system
  • Ability to be available outside of normal business hours which includes nights, weekends and holidays
  • Passion for all things IT - takes initiative to stay informed of new trends
  • Personal organization and strong analytical and problem-solving skills
  • Excellent communication skills, both written and verbal
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
  • Detail-oriented and organized; able to juggle multiple priorities effectively
  • Experience working in a team-oriented, collaborative environment
  • Willingness to learn and grow in a fast-moving high demanding environment
  • Ability to perform remote troubleshooting and provide clear instructions
  • Knowledge of cybersecurity practices (plus)
  • General understanding of IT networks and servers (plus)
Responsibilities and qualifications may change at any time with or without notice.


We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.



 

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