IT Support Analyst

FGS Global • Washington, DC

4d • $70,000 - $85,000 • Onsite

About The Position

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.

Requirements

• 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.
• Experience with Jamf Pro, Apple Business Manager, and MDM solutions (Intune or similar) is strongly preferred.
• 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.

Nice To Haves

• Relevant technology certifications desirable.
• Experience with Jamf or Intune is a plus.
• BA/BS degree in Information Technology, Computer Science, or related field is a plus.

Responsibilities

• 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%)

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees