Senior IT Support Analyst

Job Summary:

The primary purpose of this role is to support the IT Service desk needs for North America which includes the installation, configuration, maintenance, and troubleshooting of all employee desktops and mobile devices.  It is also the responsibility of this role to work with other areas of the IT team and business to continually evolve and ensure IT systems are meeting business requirements, and those new additions are managed effectively. This will include a focus on “Cloud Based” solutions.

The scope of the IT Support Analyst includes, but is not limited to:

• Tier 1 & 2 Service Desk support
• Tier 1 application support
• Desktop and Laptop imaging, configuration and installation (Microsoft Intune autopilot)
• Hardware Infrastructure (Server / Network / Storage)
• Facility support (wiring, cabling, meeting room setups)
• Desktop / Laptop / Mobile Device Management (quarterly CMDB Audit)
• Cloud services support
• Active Directory and O365 user management
• Frequent Remote user support
• MDM Support, SOTI, Microsoft Intune

Duties/Responsibilities:

MAINTENANCE AND SUPPORT

• Provide phone/in-person support to employees with technical issues or questions.
• Work with users on diagnosing, troubleshooting, and solving a variety of hardware/software problems.
• Configure new desktop and laptop systems for employees.
• Plans and coordinates the purchase, installation and implementation of hardware and software according to company standards and procedures. 
• Provide support to maintain health and availability of our private and public facing servers. Be able to evaluate, prioritize and respond to incoming requests via phone, e-mail, voice mail or in person.
• Installs, tests and configures hardware components and additions to network sites. Receives requests for assistance regarding desktop and computer related problems including hardware, software and peripheral printers and related equipment and determines severity of problems and resolves or refers to the appropriate staff or vendor.
• Maintains accurate equipment inventory records, network and system problem records, copyright compliance, and network documentation
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Participates in the planning, implementation and installation of new desktop computer units and peripherals.
• Responsible for first line Tier 1 and Tier 2 technical support
• Creating and troubleshooting core client technologies such as Group Policies, Office and Internet Explorer customizations, and logon scripts.
• Review and respond to inquiries from network system users.  Determine user requirements.  Identify and diagnose problems with hardware, software or configuration of equipment and make repairs or recommend changes to hardware and/or software to resolve problems.  Utilize technical support from hardware or software manufacturers as a resource to aid in identifying and resolving complex computer related problems.
• Work with users, technical staff, vendors and contractors as required to evaluate current systems and processes, define technical requirements, and assist in the selection of vendors and applications to meet the organizations requirements.  Implement authorized programs, monitoring the work of outside contractors and other technical staff involved.
• Assist the IT Department to resolve problems as needed to ensure that customers receive prompt, efficient service in accordance with company policies. Any system down-time addressed with the appropriate sense of urgency and documented root causes analysis, presented to Sr. Management and process improvements implemented to minimize future interruptions
• Ensure all SLAs are within the corporate policies. 
• Evaluate and configure the installation of new or upgraded applications software and operating systems. Create and maintain system administration tools and troubleshoot as needed when problems are encountered. 
• Deploying software, Microsoft security updates, and third-party software updates.
• Recognize and identify potential areas where existing policies and procedures require change or where new ones need to be developed to support active or new projects.  Define best practices for supporting recommended solutions.
• Performs "hands on" work (i.e., pulling cables, installing printers, servers, workstations, writing configurations, etc.) when necessary
• Monitors delivery against SLAs and reports exceptions to management
• Prepare purchase requisitions for approved items as required.  
• Create and maintain procedures for review and inclusion in departmental procedures and policy manual.

Required Skills/Abilities: 

• 3 – 5 years of experience in an IT Service Desk environment
• Communication and Customer Service skills
• Knowledge and proficiency in Microsoft Technologies:
• Windows OS 10 & 11
• Microsoft Office 365 
• Microsoft Windows Server
• Microsoft Teams / Teams Voice
• Microsoft Office and Office 365
• Knowledge and proficiency in other Technologies:
• Experience with SaaS service desk ticketing systems
• VOIP Installation and implementation experience
• iOS & Android platforms
• HP Servers or equivalent would be an asset
• Cisco Networking Equipment, including Meraki WLAN would be an asset
• Knowledge of SQL Servers would be an asset
• Experience providing customer support remotely
• Able to work in a team environment or individually
• Post-Secondary education in Computer Science / Computer Programming / Management Information Systems or equivalent education and/or experience

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical Requirements

• Ability to navigate stairs within the office.
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to use standard office equipment such as a computer, keyboard, and mouse.
• Occasional lifting of office supplies and materials.

Travel

• Minimal travel required, depending on business needs and specific role requirements

Work Environment

• Office-based role with a majority of time spent on a computer.
• Participation in virtual meetings.
• Standard office environment with typical office noise levels