Senior IT Support Analyst

Summary

Join our team as a Senior IT Support Analyst and provide front-line support to end-users on various technical issues. You will diagnose, evaluate, and resolve user issues, escalating complex problems as needed. This role requires strong problem-solving skills and expertise in IAM best practices. Responsibilities include providing exceptional user support, managing help desk tickets, maintaining inventory, and participating in team projects. The ideal candidate possesses extensive experience in Windows environments and various IT support functions. We offer a competitive salary and comprehensive benefits package, including healthcare, 401(k) matching, generous PTO, wellness programs, and professional development opportunities.

Requirements

• Microsoft Windows 10 and higher desktop troubleshooting
• Microsoft Office 365
• Client PC connectivity – VPN, TCP/IP, Ethernet, DNS, DHCP, etc
• Remote Desktop support
• Active Directory administration
• Printer/peripheral troubleshooting
• Computer imaging processes
• World class customer service and troubleshooting skills
• Ability to communicate technical information, both in writing and verbal, to end users
• Computer moves/device setup
• New user onboarding
• Inventory/hardware lifecycle management
• IT ticketing system – Creating/modifying/assigning tickets
• At least 10+ years supporting a windows environment

Responsibilities

• Provide exceptional user support (phone, remote, in person, email) as necessary
• Resolve help desk tickets including software and end user hardware issues
• Responsible for ticket triage, assignment and follow up
• Inventory maintenance including workstations, laptops, printers and monitors
• Participate in team meetings
• Occasionally participate in server rack installations and cable patching
• Installation and administration of local and network printers
• Troubleshooting user account issues
• Ensure timely computer and account setup of new users
• Participate and manage wider scale projects and initiatives
• Administer user accounts and access privileges for the organization
• Enforcing company policies and procedures related to identity and access management
• Involved in troubleshooting and resolving IAM issues
• Internal escalation points for complex issues (Advanced troubleshooting, research)
• Maintain and develop documentation
• Process and policy monitoring
• Good organizational skills and attention to detail
• Ability to work individually and as part of a team
• Occasional evening/weekend work

Preferred Qualifications

• Microsoft O365/Azure/ Exchange/Teams/Intune user/device administration
• Powershell or similar scripting
• Soft phone setup and administration

Benefits

• Healthcare that fits your needs - We offer excellent medical, dental, and vision plan options that provide coverage to employees and dependents
• 401(k) with Employer Match - Join the team and we will invest in your future
• Generous Paid Time Off - Accrued PTO starting day one, plus additional days off when you’re not feeling well, to observe holidays
• Wellness - We care about your well-being. From Commuter Benefits to FSAs we’ve got you covered
• Learning & Development - Through continued education/mentorship on the job and our investment in LinkedIn Learning, we’re focused on your growth as a working professional