The Support Analyst is the first tier in delivering exceptional customer service by implementing, maintaining, and troubleshooting technical systems. This role involves a high volume of initial contact via phone and/or email supporting and optimizing customer workstations, servers, software, network equipment, and connectivity. The ideal candidate is customer-focused, possesses strong verbal and written communication skills, and proactively works to meet client needs.
n• Serve as Tier I and first point of escalation for clients seeking technical assistance over the phone and ticketing system regarding mission-critical client issues, including outages, security incidents, or infrastructure failures
n• Able to multitask in a fast-paced environment by taking a high volume of phone calls, while creating service desk tickets
n• Comfortable with remote troubleshooting (I.E. Password Resets, New User/Workstation Setups, Desktop/software Issues)
n• 1-2 years in a similar role of IT support
n• Setup and install Microsoft Office Suite, and other Windows applications
n• Troubleshooting Windows workstations and applications
n• Experience with Anti-virus/malware software and remediation processes
n• Support various email systems (O365, GSuite) using SPAM filtering tools (Barracuda, Mimecast, Defender, Graphus)
n• Knowledge of network switches, firewalls and access points
n• Basic support for MFPs, Printers, Scanners, and other office technologies
n• Provide third party vendor management assistance
n• Ensure that Service Level Agreements are met for all customers
n• Ability to effectively prioritize and execute tasks in a high-pressure environment
n• Strong documentation skills with the ability to accurately document information related to client environments and issue resolution
n• Acute attention to detail
n• Ability to absorb and retain information quickly
n• Highly self-motivated
n• Work with a mentor to help develop skillset and GFI values
nSoft Skills
n• Excellent communication and interpersonal skills
n• Highly self-motivated and directed
n• Proven analytical and problem-solving abilities
n• Solutions focused
n• Ability to multi-task and organize and prioritize deadlines accordingly
n• Able to meet deadlines and follow clear instructions
n• Exhibit professional appearance and demeanor at all times
nPreferred
n• College Diploma, Degree in Computer Science, or equivalent experience
n• Experience working with third party vendors
n• Microsoft, CompTIA, Cisco and other Certifications
nBenefits:
n• 401(k) matching
n• Dental insurance
n• Employee assistance program
n• Employee discount
n• Paid time off immediately available upon hire
n• Flexible spending account
n• Health insurance
n• Health savings account
n• Life insurance
n• Referral program
n• Vision insurance
nWork Environment:
n• Hybrid Work Arrangement: You have the option to work from our office or from home. This flexibility allows you to balance your work and personal life effectively.
n• Office Work: If you choose to work from the office, you will benefit from a collaborative environment, access to office resources, and face-to-face interactions with your colleagues.
n• Remote Work: If you prefer to work from home, you will need a reliable internet connection and a quiet, distraction-free workspace. You will be expected to maintain regular communication with your team and adhere to company policies.