IT Support Analyst
25 W 18th St New York City, NY 10011 US
Job Description
This role provides front-line technical support for all IT-related incidents and service requests. This position requires exceptional customer service, technical expertise, and the ability to perform a broad array of IT responsibilities.
Duties And Responsibilities
- Investigate, troubleshoot, and resolve all computer software and or hardware problems; these include, but are not limited to MS Office, MS Outlook, Internet Access, Remote Connectivity, Printing, and Audio Visual services
- Provide on-site or remote technical support for all IT related issues
- Provide mobile device support to include setup of devices (iOS, Android, etc.) to connect to the organization’s mobile device management system and remote authentication applications
- Provide or recommend software and or hardware-specific solutions for problems and or requests
- Open, review, resolve and close assigned support tickets according to SLA’s
- Track all requests for service and support in our ticketing system
- Prevent the loss of customer functionality with regular maintenance on computers
- Review computers regularly to ensure they are on the latest software releases including security patches
- Maintain office desktop and laptops by following imaging process which includes data backup and configurations for new and existing customers
- Create, maintain, and update IT equipment in our asset tracking database
- Create and maintain in-house team documentation; these include but are not limited to setup checklists, equipment summaries, and documentation for the I.T. Documentation Library
- Ensure customer satisfaction by reviewing and performing follow-up communications (email or telephone) on open/closed tickets
- Responsible for new hire setups and removal of IT equipment that includes the relocation of equipment as required
Secondary
- Assist as required for Information Services projects and rollouts
- Perform other duties as assigned by the Technical Support Supervisor and Director of I.T. Operations
Competencies
- Previous professional services or law firm experience helpful
- Strong analytical and problem-solving skills
- Exceptional customer service and interpersonal skills
- Experience with Windows 7 & 10 as well as MS Office 2010 & 2016
- Experience with MS Exchange & Active Directory
- Experience with Crestron & Cisco Video Conferencing equipment a plus
- Certifications in one or more of the following areas: Microsoft Certified Desktop Support Technician, A+, HDI, MCITP, or MCTS
- Ability to work independently as well as collaboratively in a team environment
- Ability to lift computer equipment or other bulky items up to 40 lbs.
- Ability to work unsupervised and prioritize work
- Must be available and willing to work overtime, which may include evenings, weekends, and holidays as the organization determines is necessary or desirable to meet its business needs
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Meet Your Recruiter
Leonard Bellezza
VP of Recruiting
Leonard is a graduate from Montclair State University with a degree in Marketing with a concentration in Sports, Events and Tourism. He has been with The Phoenix Group since 2018. He was brought into the recruiting industry by a friend who previously worked at TPG. In his free time, he enjoys playing golf and watching sports.