Job Title: IT Support Analyst
Department: Information Technology
Status: [Full-Time] [Exempt]
Location: Nashville, Tennessee International Headquarters
Purpose and Scope
The Information Technology Support analyst supports the IT department in providing exceptional support of technology services across the organization. This role will support various aspects of IT, including end-user support, system administration, networking, and cybersecurity. This position will support the local infrastructure and the Azure cloud environment supporting all TGI applications. There will also be additional project work that may be required of this position. This role will work directly with experienced IT professionals while assisting with laptop, desktop, phone, server, and network support, as well as conference room set up.
Essential Job Functions
- Manage the daily IT support queue, resolving issues with staff laptops, phones, and conference room equipment.
- Install, configure, and test new hardware and software for headquarters staff.
- Support and troubleshoot issues with Active Directory, Office 365 applications, and Azure Cloud services.
- Assist with user and group management through Office Admin Centers and VOIP portals.
- Troubleshoot and resolve issues with local area networks, wireless access, and printers across the headquarters.
- Help maintain and monitor security and endpoint protection tools, including Managed Detection & Response (MDR) software.
- Assist the Infrastructure Services Manager with tasks related to datacenter maintenance
- Collaborate with IT staff on special projects, SharePoint site management, and process documentation.
Working Relationships
Reports To: Manager, IT Infrastructure
People Management Responsibility: None
Works Closely With: IT Staff, Headquarters Staff
Essential Knowledge, Skills, And Training & Development
Non-physical
- Follow verbal and written instructions.
- Servant heart and attitude to help others.
- Ability to install and test widely used software applications on Windows and Mac operating systems.
- Ability to learn and resolve network and wired/wireless issues within the Headquarters.
- Ability to assist customers in the use of technology equipment, software, printers, and phone systems.
- Ability to provide analytical skills.
- Ability to communicate effectively with all TGI Departments.
Physical
- Ability to lift 25lbs in unpacking/packing computer equipment.
- Ability to be onsite at the TGI headquarters 5 days a week, hours may vary
Mission Critical Competencies
SHARED VALUES
- Integrity
- Excellence
- Open Communication
- Stewardship.
CORE COMPETENCIES
- Customer focus
- Communications
- Takes personal initiative
- Actively learns new skills
- Team building
- Analyzing problems
- Decision making
- Actively learns, demonstrates, and fosters the organizations’ culture in all actions and words. Takes personal initiative and is a positive example for others to emulate.
- Proven ability to keep a “big-picture” perspective while dealing with very detailed information.
- Fosters open communication and approachability
- Positive and constructive attitude
- Dealing with ambiguity
- Perspective
- Ability to challenge the status-quo
Work Environment And Time Requirements
- Climate-controlled office environment
- 8 hour workday
- Variations in work volume sometimes require extended working hours
Minimum Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- PC experience, Ability to install/test software on Windows/Mac computers.
- Basic understanding of network fundamentals (wired/wireless connectivity, IP addressing).
- Strong interest in exploring different areas of IT such as cloud computing, security, and software engineering.
- Customer-oriented with excellent interpersonal and communication skills
- Mature, responsible, driven, and able to work independently with minimal supervision
- Successful completion of a drug and background screen
This Job Description is for general purposes and guidelines only and should not be considered all-inclusive. Neither does the receipt of this job description constitute an employment contract. Furthermore, it should be known that this list of job requirements is subject to change without written notice.
