IT Support Analyst

Responsibilities

• Direct experience providing Tier 1 Support
• Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support.
• Physical setup of workstations, laptops, and smartphones.
• Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
• Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
• Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
• Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
• Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
• Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
• Set-up and provide user support for our video conferencing rooms and systems.
• Train employees on use of devices and new/upgraded core enterprise software.
• Occasional after-hours work for critical infrastructure updates and changes.
• Proactively communicate all changes, updates, and outages to staff.

Qualifications

• 1-3 years of experience in a similar position providing endpoint and infrastructure support.
• Excellent team player with the ability to positively encourage and influence others.
• Ability to multi-task with strong attention to detail.
• Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly.
• Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
• Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.
• Desire to learn and become familiar with new areas of technology.
• Understanding of ITIL processes preferred.
• Knowledge of the Software Development Lifecycle (SDLC).
• IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
• Experience with Active Directory, machine access changes, and various authorization controls.
• Direct Microsoft 365 experience is required, including knowledge of Azure AD.
• Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
• Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.).
• Ability to isolate problems with end user devices and infrastructure.
• Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles.
• Direct experience with iPhones is a plus.
• Creating, using, and updating scripts – Powershell is a plus – to automate daily tasks.
• Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
• Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.).
• Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook).
• Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
• Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).