Support Analyst

You will provide on-site audiovisual and conference-room support, receive and resolve end-user help requests, and assist users through remote support tools. You will document, track, test, and follow up on support issues, dispatch on-site assistance when necessary, and troubleshoot systems, devices, software, and networking issues.

Responsibilities

• Provide support for on-site AV systems, including Zoom Rooms, screenings, and conference room setup
• Field incoming help requests from end users by telephone and email
• Support users with technical issues using remote support technologies
• Dispatch team members for on-site assistance when issues cannot be resolved remotely
• Document end-user identification information and issue details
• Record, track, and document the help desk problem-solving process through final resolution
• Test fixes to ensure problems are resolved
• Perform post-resolution follow-ups to help requests

Requirements

• 2+ years of IT experience
• Experience working with unfamiliar technologies and providing solutions
• Ability to meet deadlines and service level agreements in a fast-paced agile environment
• Verbal and written communication skills
• Familiarity with ticketing systems
• Knowledge of Windows 11, macOS, and Microsoft Office 365 support
• Troubleshooting methodology
• Working knowledge of Active Directory, Android, iOS, Slack, Box, Teams, and Zoom
• Understanding of networking principles including IP addressing, subnets, routing, and switching
• Knowledge of antivirus, backups, virtualization, printer troubleshooting, and telephone troubleshooting
• Problem-solving skills