IT Support Analyst

FGS Global-posted 3 days ago
$70,000 - $85,000/Yr
Full-time • Mid Level
Onsite
1,001-5,000 employees
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FGS Global is seeking an IT Support Analyst with a strong background in macOS environments to help support the firm's Technology department. In this position, the IT Support Analyst is expected to provide first and second line technical support in a global firm setting. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner. This role will be in-person in the firm's Washington, D.C. office.

  • Respond to and resolve all IT support calls/emails for all locations
  • Provide IT Support for all employees, in offices and working virtually
  • Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
  • Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
  • Support meeting room and video conference facilities, including systems like Teams and Zoom.
  • Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
  • Manage hardware asset inventory and equipment lifecycle.
  • Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
  • Work closely with other IT professionals and departments to understand and address their IT needs.
  • Must be able to work onsite at least 3 days per week in the local FGS office.
  • Minor travel occasionally required (less than 10%)
  • Minimum of 5 years of relevant IT support experience in a corporate or enterprise environment.
  • Must have in-person IT support experience and come with a hands on assistance mindset.
  • Extensive hands-on experience with Apple MacBooks and macOS in an enterprise setting is required.
  • Knowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD) is required.
  • Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
  • Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc).
  • Strong understanding of networking concepts and technologies.
  • Excellent documentation and process skills, and discretion in handling confidential information.
  • Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.
  • Experience with Jamf Pro, Apple Business Manager, and MDM solutions (Intune or similar) is strongly preferred.
  • Experience with Jamf or Intune is a plus.
  • BA/BS degree in Information Technology, Computer Science, or related field is a plus.
  • Additional language skills are a plus.
  • FGS offers a competitive salary, bonuses, and comprehensive medical, dental, and vision benefits, as well as on going employee development and training program.
  • Benefits also include Short Term and Long-Term Disability Insurance, a 401(k) plan with a company match, and paid vacation time.
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