IT Support Analyst

Responsibilities

• Provide first line technical assistance and support related to computer systems, hardware, and software for staff operating in the US time zone.
• Respond to queries, diagnose, and isolate problems, and determine and implement solutions working closely with the UK IT team.
• Manage regional third-party partners to ensure effective and efficient service delivery.
• Provide first line support to internal users, ensuring timely and effective resolution of IT issues.
• Respond to requests for technical assistance in person, via phone, and electronically.
• Diagnose and resolve technical hardware and software issues.
• Ensure proper recording, documentation, and closure of tickets.
• Follow standard help desk procedures and Proxima's IT policies and procedures.
• Support Microsoft Office 365 applications including Outlook, OneDrive, SharePoint, and Teams.
• Aid in user account setup, password management, and IT inductions.
• Support email management, including handling quarantined emails and identifying phishing attempts.
• Provide training on IT security policies and approaches.
• Support equipment guidelines, ensuring devices are always secured and properly managed.
• Maintain an understanding of security threats and recommend best practices to users.
• Ensure data is stored and destroyed in adherence to confidentiality classifications.
• Maintain the efficiency of technology in the US office (mainly Audio Visual), coordinating with partners when third-party support is needed.
• Manage the hardware lifecycle of business technology in Chicago, with support from the global IT team.
• Assist the Global IT team with IT projects/initiatives.

Requirements

Proven experience in an IT support role.

Strong knowledge of Microsoft Office 365 applications.

Understanding of IT security policies and data protection regulations.

Excellent problem-solving and diagnostic skills.

Able to communicate effectively with non-technical users.

An attention to detail and strong organizational skills.

Customer service-oriented with a proactive approach.

Knowledge of Azure, Intune, Autopilot, Group Policy MS operating systems, Android and iOS mobile devices.

Qualifications

Proxima is an equal opportunities employer and we actively promote an environment that harnesses diversity in the workplace. In particular, we will ensure that no one is disadvantaged, favored, harassed or excluded due to their gender, sexual orientation, race, ethnic origin, age, religion or belief or disability.