IT Support Analyst Iac
New York, NY

Job Description

Title: IT Support Analyst

Department: Information Technology

Business: IAC

Supervisor: Sr. Manager, PC Operations & Support

Location: New York, NY

IAC is seeking a Support Analyst who is committed to providing outstanding customer service. This position is responsible for providing outstanding customer service while supporting a variety of end-user role. As a member of the IT Service Desk team, you are the first point of contact with the IT Department for the IAC businesses and, as such, you must have not only excellent technical and customer service skills but the professionalism and initiative to get problems resolved quickly and efficiently.

JOB RESPONSIBILITIES

* Provide courteous, professional customer service to users in need of technical assistance.
* Enter and manage support tickets, interpret problems, and provide technical support until completion through the incident management system.
* Provide problem/resolution documentation for future reference expanding the IT knowledgebase.
* Support both PC and Mac operating systems by diagnosing, troubleshooting and repairing hardware and software problems.
* Effectively prioritize calls to ensure incidents with the greatest impact are resolved first
* Coordinate with other IT resources to keep track of tickets when escalated to ensure they are resolved in a timely and efficient manner.
* Ability to enforce IT policy and procedures.
* Good problem solving and root cause analytical capabilities
* Positive working attitude and be a committed team player

The ideal candidate should have a vast knowledge of industry standard software and hardware including:

* Strong MAC OSX 10.14.x and All Windows Operating Systems up to and including Windows 10
* Strong knowledge of Microsoft Active Directory Administration, O365 and Office 2016
* Understanding of Network Protocols (TCP/IP, DNS, DHCP etc.),
* Knowledge of JAMF, BigFix, Advanced Excel, SaaS, LDAP, Adobe Creative Cloud, Zoom VTC, MS PowerShell a plus

REQUIREMENTS

* 3-5 years of hands-on experience with computers and customer support.
* Bachelor's degree in a computer-related field.
* Ability to work business hours M-F 8am-6pm with the ability to participate in afterhours support.
* Ability to respond quickly, competently and patiently to internal staff. Individual must be able to gather information, evaluate options and offer good working solutions.
* Installing and configuring both Apple Mac and PC hardware and software along with diagnosing and repairing any issues.
* Proven experience training end users on basic software and operating system tasks.
* Strong customer service skills; able to clearly communicate steps to resolve end user's issues verbally and written.
* Capable of presenting complex technical information to non-technical audiences.
* A solid understanding of overall IT infrastructure (desktops, network, systems, security etc.)
* Ability to lift up to 50 lbs. (computers, monitors, printers, etc.)
* The incumbent should show a strong willingness to learn new technologies.
* Communicate using SaaS and on-prem communications platforms.

PREFERRED CERTIFICATIONS

* MCDT or MCSE
* ACSP