Technology Support Analyst

MWE•New York, NY

2d•$107,000 - $136,000•Onsite

About The Position

The Technology Support Analyst provides technology customer support and leadership. This position assists with strategic projects and operational activities that impact the local office and may provide general direction to junior level Technology Support employees. The Technology Support Analyst works under minimal supervision and relies on experience and judgment to plan and accomplish goals.

Requirements

At least five (5) years of related work experience
Advanced knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word)
Advanced knowledge of managed mobile devices
Strong written and verbal communication skills
Strong organizational skills
Strong motivational and presentation skills
Strong research and analytical skills
Strong customer service skills
Ability to work under tight deadlines and prioritize responsibilities
Ability to work effectively in a fast-paced and changing environment
Ability to handle and maintain confidential information
Ability to travel work flexible and/or fluctuating work hours
Ability to work independently and under own direction and initiative
Ability to implement continuous improvement
Ability to develop and maintain productive relationships with users and IT teams
Awareness of project financial guidelines and acts with cost awareness

Nice To Haves

Associate degree in a related field preferred
Experience with macOS a plus

Responsibilities

Participate in our ACD system as directed and monitor the Information Technology (IT) Help Desk ticketing system to ensure that issues and requests are resolved or escalated per established Service Legal Agreements.
Provide desk-side technical support including troubleshooting hardware and software issues.
Coordinate the day-to-day operational IT activities including new hire set up, audio and video conference presentations, office moves, departures.
Collaborate with local office management and tier III technology management on projects such as infrastructure/network upgrades, power outages, office expansions and relocations, audio visual implementations.
May assist in the performance of monthly infrastructure maintenance.
May physically assist in supporting infrastructure in one or more offices. (Ex. cabling, act as remote set of hands for others.)
Participates in minimum of 85% of pre-pilots and reports findings.
Becomes familiar with each change.
Creates, edits and maintains our knowledge base articles.
Is well-versed in firm and IT department technology policies and procedures and actively promotes their adherence.
May make recommendations to add or change policies or procedures.
May engage vendors for secure asset disposal per Firm policy.
Manage local office IT asset inventory and equipment purchase requests for laptops, desktops and peripherals.
Fosters team cohesion through building effective working relationships and guides less experienced team members.
Participates in firm, regional and local projects as directed by performing individual specific tasks in support of the project.
May coach and help train team members.