IT Analyst

Capco • Orlando, FL

9d • Onsite

About The Position

About the Team: Capco Global IT ensure that our employees are always able to conduct business with our client in the safest way whilst allowing flexibility and enabling to work while travelling or at home. The team support over seven thousand people globally across three territories using an IT infrastructure team of just 37 people. The core of Capco’s business is consulting but we also have digital engineering departments who look at emerging tools and help clients with advanced data processing. Capco IT is an IT department with global standards but the freedom to operate independently where it makes sense. Reporting into the IT Director are 3 Territory Leaders whose main role is to ensure that the operational service in their territory aligns to agreed service levels and improve the service that we provide. Each territory consists of circa 9 people whose main role is 1 st /2 nd line operational support and procurement. Supporting these teams are 6 technical SME’s/Managers who ensure that the core infrastructure is monitored and maintained. About the Job: The Capco IT Analyst role reports directly to the local regional IT Manager and is responsible for first- and second-line IT Support alongside a Senior IT Analyst based in the same office. Capco is looking to employ someone with previous IT Support experience who is keen to learn. The Analyst IT support role requires the ability to communicate with and assist staff of all levels across the company. Solid 1st and 2nd Line experience and a good customer service background, with great ability to accurately resolve queries face to face as well as over the phone and email is expected. Flexibility with working occasional evenings and weekends may be required. What You’ll Get to Do: Primary responsibility will be in the office the role is based in with telephone support provided to other offices globally during normal working hours as part of Capco’s follow the sun support model. This will include liaising with local IT staff in Americas, Europe and APAC. There will be a requirement to be flexible with shift work to cater for global time zones from 08:00 to 18:00 Regular trips may be required to remote offices to provide onsite support to staff, diagnose issues with network\infrastructure and assist with resolution. Responsibilities for assisting with tasks include; Perform rollout of laptop replacements for end of life laptops. Contacting users whether in-person or shipping out remotely. Ensure consistent quality of ticket logging, communication and fast resolution of issues, following ITIL standards Responding to service desk requests logged via a global ticketing system (ServiceNow) Assisting with Capco employee issues as a second line of support Maintenance of Windows and Apple laptops Physical and remote installation of software Remote help with accessing Capco externally Liaising with vendors to arrange repaireplacement of printers, laptops and audio visual equipment Provide general desktop support to user base, BAU via phone, email and desk side Installing, configuring and troubleshooting printers, room booking systems, Android devices, iPhones & iPads Capco Executive silver service Capco Town Hall IT\AV support Server room clean-up and upkeep, including cabling Examples of the main duties are: Managing the Capco workstation inventory for the local region Leavers laptop collection and tracking Laptop builds (Capco Specific) and inventory management MacBook administration and support Processes and procedures documentation Software license management (Adobe, Azure, JetBrains, Invision, Sketch etc) Mobile Management – Phone orders and account administration through Sakon Assisting with the new joiner process for IT which includes; Setting up new joiner accounts in Active Directory Building new joiner laptops Giving new joiner inductions Supply desktop support to office based and client-based Consultants. This generally includes the maintenance of laptops, installation of software, remote assistance with passwords and troubleshooting Managing the local service desk queue and responding to queries from Capco employees Occasionally being available outside of working hours to carry out additional work and maintenance that can’t be done during office hours

Requirements

• Professional and well presented at all times
• Highly organised with regards to job prioritizing, asset tracking and time management
• Able to work using own initiative and make decisions in the best interest of the business
• Able to work in a team locally and remotely to troubleshoot and resolve issues
• Able to work under pressure from tight deadlines and senior executive support requests
• Excellent people and social skills for interaction in the office and at social events
• Good understanding of Windows and Apple client operating systems
• Solid understanding of more advanced Active Directory concepts such as Group Policy
• Willingness to work in the Orlando (Maitland) office 5 days per week

Nice To Haves

• Familiarity with Windows Server 20126 is an advantage but not essential
• Knowledge of MS O365 user administration and PowerShell are an advantage

Responsibilities

• Perform rollout of laptop replacements for end of life laptops.
• Contacting users whether in-person or shipping out remotely.
• Ensure consistent quality of ticket logging, communication and fast resolution of issues, following ITIL standards
• Responding to service desk requests logged via a global ticketing system (ServiceNow)
• Assisting with Capco employee issues as a second line of support
• Maintenance of Windows and Apple laptops
• Physical and remote installation of software
• Remote help with accessing Capco externally
• Liaising with vendors to arrange repaireplacement of printers, laptops and audio visual equipment
• Provide general desktop support to user base, BAU via phone, email and desk side
• Installing, configuring and troubleshooting printers, room booking systems, Android devices, iPhones & iPads
• Capco Executive silver service
• Capco Town Hall IT\AV support
• Server room clean-up and upkeep, including cabling
• Managing the Capco workstation inventory for the local region
• Leavers laptop collection and tracking
• Laptop builds (Capco Specific) and inventory management
• MacBook administration and support
• Processes and procedures documentation
• Software license management (Adobe, Azure, JetBrains, Invision, Sketch etc)
• Mobile Management – Phone orders and account administration through Sakon
• Assisting with the new joiner process for IT which includes; Setting up new joiner accounts in Active Directory Building new joiner laptops Giving new joiner inductions
• Supply desktop support to office based and client-based Consultants. This generally includes the maintenance of laptops, installation of software, remote assistance with passwords and troubleshooting
• Managing the local service desk queue and responding to queries from Capco employees
• Occasionally being available outside of working hours to carry out additional work and maintenance that can’t be done during office hours

Benefits

• We offer highly competitive benefits, including medical, dental and vision insurance, a 401(k) plan, tuition reimbursement, and a work culture focused on innovation and creation of lasting value for our clients and employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed