Job Description: 

• Testing and analyzing IT system and software performance.
• Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
• Avoid service interruptions by performing system installations, updates, and maintenance procedures.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Documenting processes and maintaining service desk records.
• Making recommendations to optimize IT performance and to prevent future problems.
• Collaborating with internal departments to ensure that IT needs are met.
• Keeping informed of advancements in IT.

Qualifications:

• Associate's or bachelor's degree in computer science, information systems, or similar.
• At least two years of experience in an IT performance analysis and end-user support role.
• In-depth and current knowledge of computer programs and hardware.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.