Technical Support Analyst (remote)

Key Responsibilities

• Respond and follow up on technical help tickets submitted via ServiceNow system
• Provide IT support for Windows, Microsoft 365, Adobe, and a variety of other applications used internally
• Independently investigate and implement solutions to technical issues and projects within established SLA's
• Identify recurring technical issues and propose solutions to address the root problems. Contribute standard documentation to the Knowledge Base
• Deploy and maintain IT hardware, such as printers, scanners, mobile phones, end user computers, AV systems and conference phone systems
• Coverage with other departments to resolve client issues
• Oversee device inventories and supply room and assist in reporting for budgetary purposes
• Provide audio/visual setup and support for important client meetings and board presentations
• Aid in updating and repurposing of existing computers, phones, tablets. Assist in inventory organization and deployment of new computers
• Use Microsoft Office 365 platform to assist with account access issues, passwords, and installation of software using remote Beyond Trust and MS Teams programs
• Update clients on current issues for additional information
• Serve as regional point of contact for IT related vendor services and ensure appropriate access to systems is regularly maintained
• Taking ownership to partner on resolution to networking and system related technical issues and requests to infrastructure and D365 application teams as applicable

Position Requirements

• 4 year degree in relatable field, or combination of work experience and technical education (CompTIA A+/Network+, Microsoft 365 Fundamentals, ITIL foundations are a plus)
• Experience using Microsoft Office 365, Windows 10/11, and other IT related software
• Understanding of Mobile Device Management solutions such as Microsoft Intune and Apple Business Manager
• Experience with management and settings of Apple iOS and Android mobile systems
• Work in a fast-paced multi-level environment
• Switch between remote and in person support cases
• Problem solving and analytical capabilities, with ability to avoid complicating further
• Must be detail oriented, accurate, thorough, and timely in completion of tasks