IT Support Analyst

IT Support AnalystDescription -At HP, we believe in the power of ideas. Our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. This motivates us — inspires us — to do what we do. To make what we make. To invent, and to reinvent. To engineer experiences that amaze.The IT Support Analyst applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.Responsibilities: Participates as a member of an IT support/technical team.Performs basic analysis of functional or service requirements using fundamental understanding of IT Business process or problems.Resolves technical issues of moderate complexity within a given technical area.Implements end-user or enterprise infrastructure or application services prepared by more senior Engineers.Provide onsite, hands-on technical support to local and remote Poly employees.Partners with members of a given team or other IT teams as appropriate. Identifies potential escalations and proactively alerts management.Provides solutions to prevent problems from occurring in area of responsibility including patch management.Reviews, implements and verifies changes/solutions of medium complexity and risk.End to end management of all reported Incidents and Service Requests through resolution within established service levelsProvisioning, configuration, and troubleshooting of HP hardwareInstall, configure and troubleshoot new software, updates and patchesLogging detailed and accurate data on Service Desk Ticket Management tool (HPNow)Identify and effectively prioritize situations requiring urgent attentionEscalate hardware / software problems where required within IT or outside vendors utilizing established processesFollow standard, documented processes and proceduresStay current with technologiesParticipate in IT related projects as needed. Other duties as assigned Education and Experience Required: Bachelor's degree in Information Systems Management or Computer Science or equivalent experience and a minimum of 2 years of related experience .Knowledge and Skills: Patient, highly customer focused, detail-oriented individualSelf-motivated, organized, and detail orientedExcellent written and verbal communication skills.  Must be able to communicate with individuals at all levels of technical and non-technical skill setStrong analytical and problem-solving skills, priority setting skills, consistent follow-through to assure problems are resolved and communicated to customers.Good organizational and analytical skills.Exhibits a high level of initiative and integrity.Possess creative ability, credibility and self confidence.Works effectively under pressureExperience with Microsoft Windows 11, and Office 365Experience supporting Microsoft Teams and Zoom Business environmentWindows Networking experience A+ Certification and / or Microsoft Certifications a plusPatience and strong desire to help others accomplish their goalsStrong work ethic and time management skillsUtilizes effective time management skillsJob -Information TechnologySchedule -Full timeShift -First Shift (Mexico)Travel -Not SpecifiedRelocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.