Chakr Innovation

Job Purpose :

The Information Technology Analyst will be responsible for delivering first-line IT support to office and plant staff, ensuring timely resolution of hardware, software, and network issues. The role includes preparation, installation, and troubleshooting of IT equipment, along with providing exceptional customer service and maintaining IT compliance across business units.

Key Responsibilities :

- Provide first-line technical support through phone, email, or in-person channels.

- Resolve day-to-day IT incidents, service requests, and problems within defined SLAs.

- Perform remote troubleshooting and onsite support for hardware and software issues.

- Log, track, and follow up on tickets in the IT service management system.

- Assist users with computer operations and software usage, offering basic training when required.

- Prepare and deploy IT hardware (desktops, laptops, printers, peripherals) for both office and remote users.

- Install, configure, and maintain software systems across locations.

- Create user-friendly documentation, including FAQs, how-to guides, and support videos.

- Escalate unresolved or complex issues to senior IT staff or external vendors.

- Support the onboarding/offboarding process by provisioning and decommissioning user access and equipment.

- Conduct routine systems checks, including backups, antivirus scans, patching, and compliance audits.

- Perform inventory and asset management, ensuring accurate tracking of IT hardware and licenses.

- Apply security policies including USB blocking, encryption, remote wipe, and password management.

- Support mobile device management (MDM) and patch deployments.

- Occasionally travel or provide in-branch technical support as needed.

- Ensure compliance with organizational policies, standards, and IT best practices.

Required Skills & Qualifications :

- Bachelors degree in Information Technology, Computer Science, or related field (preferred).

- 25 years of experience in a technical support or IT analyst role.

Proficiency in :

- Google Workspace (G Suite) and Microsoft Office applications.

- Windows operating systems and basic command-line tools.

- PC hardware, peripherals, and printer setup.

- Basic networking concepts (IP, DNS, DHCP, VPN).

- Hands-on experience with IT ticketing systems (e.g., Freshservice, ServiceNow, Zendesk).

- Familiarity with antivirus solutions, MDM platforms, and software deployment tools.

- Strong documentation skills and attention to detail.