Support Analyst

New York, Inc.

United States

5 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Working hours

Regular working hours

Job source

www.nywift.org

Tech stack

Microsoft Windows Active Directory Android Software Development Antivirus Softwares IOS Applications Apple Mac Systems Backup Devices IP Addressing Subnetting Microsoft Office Microsoft Servers Routing

+1 more

Virtualization Technology

Job description

Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup.
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Support users with on-site technical issues and provide remote support to our global userbase.
In the event that a user issue cannot be resolved, you’ll work with senior analysts and escalate internally.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Test fixes to ensure problem has been resolved.
Perform post-resolution follow-ups to help requests.

Requirements

2+ years of IT experience, preferably in a technical field
Industry certifications a plus
Must be knowledgeable, inquisitive, assertive and energetic
Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients’ and our company’s needs
Must be organized, dependable and detail-oriented
Must be able to meet deadlines and SLAs in a fast-paced, agile environment
Must have excellent verbal and written communication skills
Familiarity with working from a ticketing system as part of a larger team.
Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365.
Proven troubleshooting methodology and a desire to solve challenges
Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing.
Basic understanding of networking principals (IP addressing, subnets, routing, switching).
Working knowledge of antivirus, backups, and virtualization.
Basic Printer and telephone troubleshooting
Exceptional problem-solving skills.
A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers.