IT Support Analyst

Company Overview SCS Global Services is a pioneer and leader in the field of sustainability standards and third-party certification, working across the economy in the natural resources, built environment, food and agriculture, consumer products, and climate sectors for over 40 years. As a Benefit Corporation, we are committed to socially and environmentally responsible business practices, and through the application of sound science, we are driving positive change. Job Overview The Support Analyst is responsible for supporting SCS users with enterprise desktop and web platforms, including Microsoft Office 365, FreshWorks, targeted 3rd Party tools, and proprietary in-house apps. The Support Analyst role requires developing super-user expertise in multiple products to provide technical Level 1/2 support as needed. In addition, as the Support Analyst you will be working closely with the other IT team members to identify opportunities for ongoing system and process improvements to enhance user experience and business productivity. Essential Duties And Responsibilities Serve as the primary point of contact for resolving technical issuesProvide timely level 1/2 IT support for a broad range of systems used by the businessPerform onboarding and IT orientation for new usersWork closely with and provide oversight for any 3rd party IT servicesCollaborate with cross-functional teams to address issues, ensuring timely resolutionsAddress support tickets in a timely and effective manner, keeping the user informed on progress and verifying issues are resolvedInteract with users professionally and empathetically, maintaining a high level of customer satisfactionCommunicate technical concepts to non-technical individuals, ensuring clear understandingDevelop strong user relationships, proactively identifying areas for improvement and providing recommendationsReview monthly metrics to determine areas in need of improvementCollaborate with other members of the IT Operations team to maintain documentation, create knowledge base articles, and ensure compliance with established proceduresAdminister user accounts as needed to provided necessary systems accessProcure and track technology hardware and software requests and maintain appropriate inventory levels to prevent shortages and/or unnecessary purchasesUnderstand interactions among internal and external systems identify opportunities for improvementsCollaborate and consult with technical colleagues to resolve systems support issuesOther tasks as duties as assigned Minimum Qualifications 5+ years of professional experience within the technology sector as a helpdesk, service desk, or support specialistExpert level understanding of Windows operating systems and the ability to troubleshoot end user issuesProficiency in diagnosing and resolving technical issues across hardware, software, and network componentsExcellent communication and interpersonal skills, with the ability to work with customers, management, and technical teamsAbility to explain technical concepts clearly and concisely to both technical and non-technical usersAbility to empathize with end users to understand their perspectives and concerns.Excellent organization, prioritization, technical, and problem-solving skillsInitiative, good judgment, and ability to work independently and collaboratively under pressure in a dynamic environmentProficiency with Microsoft Active Directory/Azure Active Directory in a hybrid cloud environmentMicrosoft Office 365 administration, Microsoft Endpoint Manager/Intune (MEM), Microsoft AutopilotAbility to effectively support users of the following applications: Microsoft Office 365, Adobe Cloud, Citrix ShareFile, Sales Force, SharePoint, OneDrive, Microsoft TeamsExperience with TeamViewer Tensor as a remote access and administration toolPowerShell experience is a plusExperience working in an IT Service Management (ITSM) platform (Incidents/Knowledge Base/Asset management/Change Management), Fresh Service experience is a plusRelevant certifications (e.g., A+/Network+, Microsoft Certified Desktop Support Technician (MSDST), Microsoft Certified Technology Specialist (MCTS), ITIL are a plus The above description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Additional duties outside of normal responsibilities may be required from time to time as assigned. Working Remotely At this time, SCS Global Services is recruiting all open roles to be remote; allowing our employees the ability to work flexibly and allowing SCS as a company to diversify the experience and perspectives of our growing workforce. This role will be based out of your home office. Estimated Annual Salary $75,000.00 - $80,000.00 EEOC Statement SCS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SCS complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.