IT Client Support Analyst Job at Purple Drive LLC in Miami

We are seeking a detail-oriented and customer-focused IT Client Support Analyst to provide technical assistance and support to end users. The role involves diagnosing hardware, software, and network issues, ensuring timely resolution, and delivering excellent client service to maintain productivity and satisfaction.

Key Responsibilities:

• Provide first-line technical support to end users via phone, email, chat, or in person.
• Troubleshoot and resolve issues related to hardware, software, operating systems, and networking.
• Install, configure, and maintain desktop/laptop systems, printers, and mobile devices.
• Manage and support user accounts, permissions, and access control (Active Directory, Office 365, etc.).
• Escalate complex technical problems to higher-level support teams when necessary.
• Log, track, and document incidents, service requests, and solutions using ITSM tools (e.g., ServiceNow, JIRA).
• Assist in system upgrades, patches, and deployment of new technologies.
• Ensure compliance with IT policies, security standards, and best practices.
• Deliver end-user training and create knowledge base articles to enhance self-service support.
• Collaborate with infrastructure, network, and security teams for issue resolution and service improvements.

Required Skills & Qualifications:

• Strong knowledge of Windows/Mac OS, MS Office 365, Active Directory, and networking fundamentals.
• Experience troubleshooting hardware (PCs, laptops, printers, peripherals) and software applications.
• Familiarity with remote desktop tools, ticketing systems, and ITIL practices.
• Basic knowledge of cybersecurity best practices in end-user support.
• Excellent problem-solving, communication, and customer service skills.
• Ability to prioritize tasks and work under pressure in a fast-paced environment.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft Certified Professional (MCP) are a plus.
• Experience in supporting cloud applications and collaboration tools (e.g., Teams, Zoom, Slack).

About Purple Drive Technologies LLC

Founded in 2007, Purple Drive started as a tech solutions firm and has grown into a full-service consulting and talent partner. We help businesses navigate complex technology challenges while connecting top professionals with career-defining opportunities. We believe in transforming businesses through smart IT solutions and empowering technologists to grow their expertise through challenging projects and meaningful partnerships. Built on over 20 years of trusted relationships, we create success stories for both our clients and the talented professionals who drive innovation forward.