Technical Support Analyst

9/11 Memorial & Museum•New York, NY

2d•$60,000 - $70,000

About The Position

The Tech Support Analyst is a member of the Help Desk team and serves as a primary point of contact for staff requiring technical assistance. This role supports the organization’s information technology infrastructure and operations in a predominantly cloud-based, Microsoft 365 and Intune-centric environment. The Tech Support Analyst helps ensure that employees across the organization — especially those supporting our visitors and front-of-house operations — can work securely and productively, both on-site and remotely.

Requirements

Bachelor’s degree in computer information systems, engineering, or a related field, or an equivalent combination of education, certifications, and experience.
Minimum 1–2 years of professional IT support, Help Desk, or related technical experience.
Knowledge and experience with mid-to-large-scale information systems and technologies.
Experience supporting multiple desktop and mobile operating systems, including Windows and macOS; familiarity with iOS required; Linux experience a plus.
Background and/or understanding of Microsoft technologies, including: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online) Active Directory and Azure AD/Entra ID Group Policies and Windows Server (2019/2022 or later) Basic exposure to SQL Server, IIS, and related services is a plus
Experience with mobile device management (MDM), preferably Microsoft Intune, including application deployment, configuration, and compliance policies.
Experience working with Help Desk ticketing systems and remote support tools.
Understanding of basic networking concepts, including TCP/IP, DNS, Wi-Fi, and VPN.
Proven ability to communicate technical information clearly and effectively, both verbally and in writing, to technical and non-technical staff as well as senior management.
Strong customer service orientation, with the ability to manage multiple priorities, remain calm under pressure, and maintain a professional, empathetic demeanor.
Ability to work occasional evenings or weekends in support of maintenance windows, special events, or other organizational needs.

Nice To Haves

Professional IT certifications such as CompTIA A+, Network+, or Microsoft 365 / Azure certifications are preferred.

Responsibilities

Ensure the effective operation of the corporate Help Desk, including incident and request management, adherence to service level agreements (SLAs), and timely, customer-focused communication with staff at all levels of the organization.
Provide first- and second-level technical support via the ticketing system, email, phone, and in person, including logging, triaging, troubleshooting, documenting, and resolving incidents and service requests.
Install, configure, and support Windows and macOS desktop and laptop computers, as well as peripherals such as printers, scanners, and other end-user devices.
Support and maintain a fleet of 700+ Apple iPod/iPhone devices used for the in-museum audio guide, including staging, imaging, configuration, troubleshooting, and inventory management via Intune and a custom iOS application.
Administer and support core productivity and collaboration tools, including Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint Online) and other approved SaaS applications used across the organization.
Assist with user account and access management across on-premises Active Directory and Azure AD/Entra ID, including onboarding, transfers, and offboarding of employees in coordination with HR and management.
Maintain a positive security posture for endpoints and applications by applying patches and updates, helping enforce security baselines and multifactor authentication (MFA), and contributing to monthly compliance and asset reporting.
Use remote support tools to diagnose and resolve issues for staff working on-site and remotely.
Create, update, and maintain internal technical documentation and knowledge base articles to promote consistency, efficiency, and self-service where appropriate.
Identify recurring issues and collaborate with colleagues to recommend and implement process or tooling improvements that enhance overall Help Desk performance and end-user experience.
Participate in IT projects, system upgrades, testing, and rollouts, representing the Help Desk and end-user perspective as needed.
Perform other duties as assigned in support of the IT department and the 9/11 Memorial & Museum’s mission.
Participate in the Annual 5K Fundraiser and September 11th Commemoration.
Assist with other special projects and events in support of the 9/11 Memorial & Museum mission, as assigned