IT Support Specialist & Analyst I

Gal Manufacturing, a Vantage Elevation Company•New York, NY

4d•Onsite

About The Position

Vantage Elevation, LLC is North America’s leading independent manufacturer of elevator components and systems. Vantage is comprised of eight business units including GAL Manufacturing; GAL Canada; BSIS; Hollister-Whitney; Elevator Controls; Courion; Bore-Max; Thames Valley Controls and Vertical Dimensions. Through its brands, Vantage supplies almost all electro-mechanical devices used in contemporary elevators. Founded in 1927, the Vantage group employs over 900 staff in multiple locations across the United States, Canada, and United Kingdom. GAL is looking to fill the position of IT Support Specialist, who will be an integral part of the team responsible supporting all locations throughout North America. Detail-oriented, pragmatic, multi-taskers with excellent internal customer service and communication skills will be particularly attracted to this challenging and rewarding position. The individual in this role will utilize the helpdesk platform to track and manage support requests from end users. The candidate will be responsible for managing workstations, laptops, phones, printers and other peripherals.

Requirements

At least 3-5 years of prior experience as an IT professional
Supervising and ensuring the SLA compliance
Bachelors’ s Degree in Information technology or a related field
Support and lead the team by helping the IT support manager to manage the helpdesk team managing the helpdesk support queue.
Windows 7, 10, and 11
Office 365
Microsoft Terminal Services / Remote Desktop Services
Windows Desktop configuration and software installation
Basic networking including DHCP, DNS
Knowledge on voice over IP
Must have excellent analytical and problem-solving skills
Windows Server 2008, 2012 and 2016
Active Directory
Centralized Anti-virus management.

Responsibilities

Supervises the day-to-day operations of a technical help desk.
Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions.
Trains team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards.
Respond to requests and solve all problems in compliance with the GAL support SLA.
Provide level 1/2/3 support to all users in our Bronx, Quincy, St. Louis, Mississauga, Chicago, Miami, Sacramento, and LA locations.
Analyze and solve all problems related to Windows PCs, MACs, laptops, printers, phones, PDAs tablets, and cabling.
Install PC/MAC hardware and peripheral components such as monitors, keyboards, and printers.
Manage Avaya, ShoreTel, and legacy digital phones.
Create and deploy images using tools like MDT.
Manage new user onboarding including the procurement and setup of hardware, user account and email setup, and user training.
Manage the departing user process including user account retirement, data transition, and hardware reallocation.
Ensure all workstations and laptops are kept up to date with security updates.
Ensure all workstations and laptops have anti-virus, anti-malware, and firewall protection.
Manage print servers and print queues.
Maintain end-user device inventory.
Manage and update all support requests in the Track-IT Helpdesk system.
Keep customers up to date on the status of their requests.
Direct unresolved issues to the next level of support personnel.
Contributes to the development of processes and procedures.