IT Support Analyst - End User Technology & Experience

Responsibilities

• Provide Tier 2 and Tier 3 technical support for the New York office
• Contribute to the End User Technology & Experience team
• Deliver high-quality, hands-on support and ensure a seamless end-user experience across desktop, collaboration, AV, and telephony technologies
• Partners closely with IT leadership, Facilities, and cross-functional teams to support office technology operations, office moves, and continuous improvement of end-user services
• Provide advanced Tier 2 and Tier 3 technical support for hardware, software, and enterprise applications
• Troubleshoot and resolve complex issues related to Windows, macOS, mobile devices, and collaboration tools
• Act as escalation point for Service Desk and Tier 1 support teams
• Manage incidents, service requests, and problem resolution in alignment with ITSM processes
• Deliver a high-touch, customer-focused support experience for onsite users
• Proactively identify and resolve recurring issues impacting user productivity
• Partner with stakeholders to improve overall end-user satisfaction and technology adoption
• Support technology setup, relocation, and decommissioning for office moves and reconfigurations
• Coordinate with Facilities and vendors to ensure seamless execution of office changes
• Ensure all workstations, meeting rooms, and shared spaces are properly configured and operational
• Support and maintain conference room technologies including Teams Rooms, Zoom Rooms, and AV systems
• Troubleshoot AV issues and ensure meeting room readiness
• Afford support AV upgrades, deployments, and standardization efforts
• Support telephony platforms including Cisco, RingCentral, Zoom, and other voice solutions
• Troubleshoot voice, conferencing, and messaging issues
• Afford device provisioning, imaging, and lifecycle management
• Work with endpoint management tools such as Intune, MDM, and MAM solutions
• Follow IT standards, processes, and security policies
• Maintain accurate documentation, knowledge base articles, and support procedures
• Identify opportunities to improve support processes and end-user experience
• Work closely with End User Technology leadership, IT Support, Facilities, and vendors
• Communicate effectively with users and stakeholders at all levels
• Provide white-glove support to senior leadership when needed

Qualifications

• Minimum 5+ years of experience in IT support, including Tier 2/3 support
• Strong experience supporting Windows and macOS environments
• Experience with AV technologies, conference room systems, and collaboration tools
• Experience supporting telephony platforms (Cisco, RingCentral, Zoom, etc.)
• Strong troubleshooting skills across hardware, software, and network issues
• Experience working in enterprise or corporate office environments
• Strong understanding of ITSM processes (Incident, Request, Problem)
• Experience supporting office moves, relocations, or buildouts
• Familiarity with endpoint management tools (Intune, MDM, MAM)
• Experience supporting executive or white-glove environments
• Exposure to global IT environments and standards
• Process-driven with strong attention to detail
• Able to balance responsiveness with long-term improvements
• Strong documentation and communication skills
• Customer-focused mindset with a strong emphasis on user experience

Compensation

$115,000 - $130,000

This role is in-office Monday - Friday, 8am - 5pm