Support Analyst
New York, NY

Job Description

Overview

This is a senior-level technical position, requiring a wide variety of experience supporting technology in an enterprise environment. The candidate will have demonstrated advanced, in-depth experience with implementing, configuring and supporting Windows-based computers. Duties include level 1, 2, and 3 support of IT applications and services, configuring, installing, and securing computer hardware, software, and peripherals.

Responsibilities

The following are the essential functions of the position. These functions are not to be construed as an exhaustive list of all responsibilities, duties, and skills required.

* Install and/or configure computer hardware, peripherals, software, printers and phones in person and by phone.
* Provide PC hardware and software technical support in person and by phone during business hours as well as outside of business hours in an on-call capacity.
* Provide excellent customer service by responding to incidents and requests in a timely manner in person and by phone.
* Create training and "how-to" technical documentation to company specifications.
* Train individuals, small and large groups of employees to use company hardware and software in person and by phone.
* Perform daily in person walk-through inspection of all conference rooms and visitor offices to pro-actively find and resolve IT issues at assigned location.
* Maintain inventory of all computer equipment and peripherals for assigned location.
* Adhere to IT policies and procedures to ensure consistent quality of service.
* Utilize incident management system to receive, track, and resolve requests.
* Maintain current working knowledge and documentation of technologies deployed within our environment.
* Test new Dell desktop and laptop hardware and software for compatibility with current environment before deployment.
* Create and maintain software images for Dell desktop and laptop PC's.
* Create software deployment packages and test in a lab and proof of concept environment prior to production deployment.

Qualifications

* Bachelor's Degree in Computer Science or Information Systems or equivalent experience.
* Demonstrated expertise and proficiency supporting clients within a Microsoft Windows environment with a minimum of five (5) years of related experience.
* Proficient in managing Active Directory accounts and groups.
* Proficient in managing Microsoft Exchange accounts and mailboxes.
* Proficient in using and supporting Microsoft Office Products.
* Results-oriented troubleshooting and commitment to excellence.
* Advanced knowledge of endpoint protection.
* Comfortable working and communicating with senior level executives.
* Comfortable speaking with and training small and large groups with various levels of technical expertise in person and over the phone.
* Ability to multi-task, manage time, and follow through with assignments.
* Strong problem solving, organization, and project management skills.
* Must be detail-oriented, and have excellent verbal and written communication skills.
* Must enjoy interacting with customers in person and over the phone.
* Requires the ability to sit, stand, bend, crouch, climb stairs and move computer and printer hardware and peripherals with a 35-pound limit.
* Requires the ability to listen and converse over the telephone and frequently type on a computer (4 or more hours per day).
* Requires the ability to work shifts outside of normal working hours.