Senior Tech Support Analyst Job ID 2025-9829

Internet Brands • El Segundo, CA

14d • $50,000

About The Position

About the Role: The Sr. Tech Support Analyst’s role is to elevate end-user support services and guide the Tech Support Analyst(s) in maintaining and improving the users’ productivity while providing the customers with a good experience when they request assistance. This includes leading the team in analyzing and resolving end-user hardware and software issues in a timely and accurate fashion, providing end-user training where required, and gaining an understanding of the users’ needs and work habits so IT can proactively deploy appropriate services and tools leading to increased productivity. The Sr. Tech Support Analyst also serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.

Requirements

• B.S. degree in the field of Information Technology and a minimum of 7 years of equivalent work experience are required.
• Mentoring/coaching team members.
• Working technical knowledge of network and PC operating systems, including Active Directory, Windows 11, VPN, MacOS.
• Extensive application support experience with Google Workspace, RingCentral, and Microsoft Office 365.
• Working technical knowledge of current network hardware, protocols, and standards including Dell servers.
• Hands-on hardware troubleshooting experience with Dell, Lenovo, and Mac desktops and laptops.
• Experience with virtualization or virtual machine such as Hyper-V or VMware.
• Working technical knowledge of computer imaging tools.
• General knowledge of IT security practices.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to conduct research into networking issues and products as required.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Nice To Haves

• Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus.

Responsibilities

• Must establish a strong relationship with the business stakeholders, the General (Office) Manager, the direct supervisor.
• Coach Tech Support Analyst(s) as needed.
• Conduct team meetings in the absence of the team’s leadership.
• Monitor work orders and incident management system to ensure timely resolution of all tickets.
• Manage, troubleshoot and resolve cases with standard, high and critical severities.
• Assist with process improvements for the Corporate IT User Support Operations.
• Oversee IT process for onboarding and offboarding employees including administering and maintaining end-user accounts, permissions, and access rights.
• Support VPN connectivity software preferably with FortiToken security key.
• Support remote users through a variety of connectivity options.
• Interact with Corporate IT Network, Corporate IT Telecom, Corporate IT Operations, and vendor's technical support group as needed to further enhance streaming performance and help troubleshoot system outages.
• Work with various Corporate IT groups to plan, test, and implement desktop automation initiatives and business applications.
• Document procedures and conduct transfer of knowledge to Tech Support Analyst(s) as needed to ensure proper and timely support services to the user community.
• Responsible for site’s asset management which includes hardware and software inventory assessment and works with the Lead Tech Support Analyst to establish and update procurement threshold.
• Responsible for office conference room support which includes maintaining, troubleshooting, and supporting AV systems.
• Provide Corporate IT Priority Support to the Corporate Executive team as needed.
• Responsible for imaging computers and assisting with maintaining imaging servers and updating images.
• Assist in managing local servers including file, print, and backup servers and their associated operating systems and software.
• Assist in managing all local network hardware and equipment, including routers, switches, hubs, and UPSs.
• Administer all IT equipment, hardware and software upgrades/refreshes.
• Assist in performing system backups and recovery.
• Work on special projects.

Benefits

• In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family.
• Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance.
• We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services.
• In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services.
• For more details, feel free to inquire during the interview process.

What This Job Offers

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