Senior Tech Support Analyst

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The Sr. Tech Support Analyst’s role is to elevate end‑user support services and guide the Tech Support Analyst(s) in maintaining and improving the users’ productivity while providing the customers with a good experience when they request assistance. This includes leading the team in analyzing and resolving end‑user hardware and software issues in a timely and accurate fashion, providing end‑user training where required, and gaining an understanding of the users’ needs and work habits so IT can proactively deploy appropriate services and tools, leading to increased productivity.

The Sr. Tech Support Analyst also serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.

• Must establish a strong relationship with the business stakeholders, the General (Office) Manager, the direct supervisor.
• Coach Tech Support Analyst(s) as needed.
• Conduct team meetings in the absence of the team’s leadership.
• Monitor work orders and incident management system to ensure timely resolution of all tickets.
• Manage, troubleshoot and resolve cases with standard, high and critical severities.
• Assist with process improvements for the Corporate IT User Support Operations.
• Oversee IT process for onboarding and offboarding employees including administering and maintaining end‑user accounts, permissions, and access rights.
• Support VPN connectivity software preferably with Forti Token security key.
• Support remote users through a variety of connectivity options.
• Interact with Corporate IT Network, Corporate IT Telecom, Corporate IT Operations, and vendor's technical support group as needed to further enhance streaming performance and help troubleshoot system outages.
• Work with various Corporate IT groups to plan, test, and implement desktop automation initiatives and business applications.
• Document procedures and conduct transfer of knowledge to Tech Support Analyst(s) as needed to ensure proper and timely support services to the user community.
• Responsible for site’s asset management which includes hardware and software inventory assessment and works with the Lead Tech Support Analyst to establish and update procurement threshold.
• Responsible for office conference room support which includes maintaining, troubleshooting, and supporting AV systems.
• Provide Corporate IT Priority Support to the Corporate Executive team as needed.
• Responsible for imaging computers and assisting with maintaining imaging servers and updating images.
• Assist in managing local servers including file, print, and backup servers and their associated operating systems and software.
• Assist in managing all local network hardware and equipment, including routers, switches, hubs, and UPSs.
• Administer all IT equipment, hardware and software upgrades/refreshes.
• Assist in performing system backups and recovery.
• Work on special projects.

• B.S. degree in the field of Information Technology and a minimum of 7 years of equivalent work experience are required.
• Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus.

• Mentoring/coaching team members.
• Working technical knowledge of network and PC operating systems, including Active Directory, Windows 11, VPN, MacOS.
• Extensive application support experience with Google Workspace, Ring Central, and Microsoft Office 365.
• Working technical knowledge of current network hardware, protocols, and standards including Dell servers.
• Hands‑on hardware troubleshooting experience with Dell, Lenovo, and Mac desktops and laptops.
• Experience with virtualization or virtual machine such as Hyper‑V or VMware.
• Working technical knowledge of computer imaging tools.
• General knowledge of IT security practices.

• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to conduct research into networking issues and products as required.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical…