Information Technology Analyst

About the role

The Information Technology Analyst will serve as the primary point of contact for all IT‑related issues, managing the service desk and supporting the design, development and maintenance of web‑based applications and system integrations. The role blends customer‑service expertise with hands‑on technical work across server administration, REST API development and Java web‑application support.

Key responsibilities

• Operate the IT Service Desk following ITIL best practices, providing first‑level support, triaging incidents and escalating complex cases.
• Log, categorize and track all tickets, produce trend analyses and periodic performance reports.
• Design, develop, test and document REST APIs using JSON payloads, Postman and related tools to enable system integrations.
• Administer Windows and Linux server environments, including installation, configuration, patching, backup and security management.
• Maintain Apache HTTP Server and Apache Tomcat instances, deploy and troubleshoot Java‑based web applications.
• Create end‑user training materials, self‑help guides and conduct satisfaction surveys to drive continuous improvement.

Required profile

• Strong customer‑service orientation with the ability to communicate technical information clearly.
• Experience in handling first‑ and second‑level support tickets within defined SLA timeframes.
• Hands‑on experience with server administration (Windows/Linux) and web‑application support.
• Proven ability to design, test and document REST APIs and work with JSON data structures.

Required skills

• ITIL service‑desk processes
• REST API development and integration
• JSON data handling
• Postman (or equivalent API testing tool)
• Windows Server administration
• Linux Server administration
• Apache HTTP Server (httpd)
• Apache Tomcat
• Java web‑application deployment and troubleshooting
• Server patching, backup and security configuration
• Virtual environment management