Senior IT Support Analyst
About The Position
About the Role We are seeking a Senior Desktop Support Analyst to provide day-to-day technical support to end-users via phone, remote access, and desk-side support. The Senior Desktop Support Analyst will be responsible for delivering, setting up, configuring, and troubleshooting end-user desktops & laptop computer hardware, software, printers and BYOD devices as needed. They must also be able to resolve problems quickly with little impact to the end-users. Successful candidates will share our values and have an interest in working with the latest technologies in support of our operations team to provide exceptional support What You will Do Provide advanced technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products. Meets and communicates with users, solves issues in a positive and efficient manner Assist in maintaining an inventory of IT hardware and software assets. Assists end-users with advanced computing and telecommunication issues and questions. Leverage remote support tools to help resolve support requests. Ensure all incident and service request tickets are closed within their established guidelines. Create and maintain Knowledgebase articles. Perform special projects and miscellaneous duties as requested and as time permits. Assist/train Junior Support Analysts in areas of advanced troubleshooting and hardware repair. Travel between sites to assist end users when remote tools can’t be used. As an Information Technology and Systems team member, you may be asked, as new business needs arise, to accept additional tasks and responsibilities within the department, besides those detailed in this job description.
Requirements
- Associates Degree in a related technical discipline, or the equivalent combination of education and technical certifications, training and/or work experience.
- 5+ years of field experience.
- A+ Certification
- 5+ years’ experience working in a Helpdesk or Desktop environment.
- 5+ years’ experience with setting up and troubleshooting the latest versions of Microsoft Office including O365.
- 5+ years’ troubleshooting Windows 10 and above operating systems.
- Understanding of VPNs and Wi-Fi profiles is a plus.
- Experience with Telecom/VOIP is a plus.
- Microsoft Windows Image Deployment experience needed
- PowerShell or other scripting experience a plus.
- Experience using some type of Remote Desktop Support Tool.
- Experience with a ticketing system.
- Setup and troubleshoot network printers for end-users.
- Ability to manage time effectively and complete required projects on time.
Nice To Haves
- ITIL Certification is a plus.
Responsibilities
- Provide advanced technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products.
- Meets and communicates with users, solves issues in a positive and efficient manner
- Assist in maintaining an inventory of IT hardware and software assets.
- Assists end-users with advanced computing and telecommunication issues and questions.
- Leverage remote support tools to help resolve support requests.
- Ensure all incident and service request tickets are closed within their established guidelines.
- Create and maintain Knowledgebase articles.
- Perform special projects and miscellaneous duties as requested and as time permits.
- Assist/train Junior Support Analysts in areas of advanced troubleshooting and hardware repair.
- Travel between sites to assist end users when remote tools can’t be used.
- As an Information Technology and Systems team member, you may be asked, as new business needs arise, to accept additional tasks and responsibilities within the department, besides those detailed in this job description.
Benefits
- Competitive base salary
- Performance-based annual bonus eligibility
- 401(k) retirement savings plan
- Tuition reimbursement for eligible education programs
- Comprehensive medical, dental, and vision coverage with access to leading providers
- Mental health resources and employee wellness support programs-
- Company-paid life and disability insurance
- Paid time off (PTO) and company-paid holidays
- Parental leave and family care support programs
- Structured training programs and on-the-job learning opportunities
- Matching gifts and volunteer programs to support causes you care about
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
