IT Support Analyst

Overview

Reporting to the Technology Success Manager, the Technology Success Advocate provides outstanding customer service to all end-users, has excellent interpersonal and communication skills, a deep but ever-evolving, technical knowledge, a positive attitude, a sense of urgency, and is collaborative, resourceful, punctual, and professional.

The company's Office of Technology works to ensure proper computer and mobile device operation in support of essential business tasks for approximately 3,000+ users across 170+ office locations. This includes actively resolving requests promptly, helping to maintain all applicable software applications and hardware, while continuing ongoing learning of new technology. Problem resolution will involve the use of diagnostic and service management tracking tools and providing in-person/remote, hands-on help at the desktop level, phone support, and chat/email support.

Success Defined

· Provide exceptional customer service support in person, on the phone or through chat/email

· Utilize helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLA's

· Install and configure computer hardware, software, and printers

· Investigate, diagnose and resolve computer software and hardware issues

· Assist with onboarding of new users

· Assign users and computers to proper groups in Azure Entra and assess access requirements.

· Managing stock of equipment and other supplies

· Support use of the Microsoft 365 Platform

· SharePoint / OneDrive use

· Teams / PBX use

· Office Suite use

· Help maintain Technology service desk policies and procedures

· Develop and maintain Knowledgebase articles for Technology group and end-users

· Manage Technology assets and maintain software / hardware inventory

Qualifications

· Undergraduate degree in Computer Science, Information Technology, or a similar field

· 5 or more years experience in similar role or supporting the Field

· Essential Technology Skills

· Extensive knowledge of Microsoft Entra, Windows 10/11, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virus/malware removal, and productivity applications (Office 365, Google Apps, Adobe, Okta, Zoom, etc.)

· Working knowledge of ticketing platforms (Freshdesk preferred), operating systems migrations, automated deployment of software packages and updates

· Strong working knowledge of networking, wireless, servers, telecom and security principles

· Excellent interpersonal skills and command of written/spoken English, with the ability to communicate complex information easily and tactfully to a variety of audiences

· Ability to work independently and take initiative; demonstrated ability to identify and troubleshoot complex problems and see them through to a resolution

· Professional and service-oriented demeanor; must be able to work cooperatively with users and external partners

· Excellent attendance and punctuality

· Available to work on occasional evenings and weekends, as needed

· Technical certifications a plus (e.g. MCP, MCSE, ITIL, A+, etc.)

· Fluency in written and spoken Latin American Spanish a plus

· 10% - 20% travel as needed