About the job
Empower Brands is hiring an IT Support Analyst based in Richmond, Virginia. This role serves as the first point of contact for technical support across the company, assisting employees throughout the United States. The position covers a wide range of technical issues, including desktops, laptops, mobile devices, and peripherals. Investigating root causes, creating checklists for recurring issues, and recommending new procedures or training to prevent future incidents are key parts of the job. The analyst will work both independently and alongside other IT team members.
Main responsibilities
- Provide prompt and courteous technical support in person, by phone, web conference, and email.
- Troubleshoot and resolve hardware and software help desk requests.
- Perform user administration tasks while following security protocols.
- Configure user applications following documented standards.
- Manage email accounts and distribution lists using Google Workspace or Office365.
- Set up laptops, desktops, and mobile devices for employees.
- Install and configure IP phones and related services.
- Support basic network functions at multiple sites, such as configuring firewalls and setting up Wi-Fi.
- Monitor and manage the helpdesk ticket queue to ensure timely resolution and meet service level agreements.
- Provide backup support to other IT team members as needed.
- Escalate complex issues to the appropriate IT staff when required.
- Document solutions and contribute to the IT knowledge base.
- Take on additional IT department tasks as assigned.
Skills and qualities
- Clear communication skills for working with end-users and colleagues.
- Strong problem-solving skills for diagnosing and resolving technical issues.
- Ability to manage multiple tasks and set priorities effectively.
- Comfortable working independently and as part of a team.
