Senior Analyst, Associate Technology

Associate Technology Support Sr. Analyst

Provide level 2, in person, customer focused support of office related technologies, systems and services. Primary focus for customer support is SVP-CEO. Is a key resource for Analysts to upscale issues to and is considered a subject matter expert within specific areas of technology. Also required to focus on some building level administrative tasks such as projects and inventory.

• Level 2 support – defined as: anything needing in person & remote support.
• Analyze software/hardware performance issues
• Create, properly document, categorize and close interactions
• Appropriately escalate interactions as needed
• Partner with other groups in VS&Co Technologies to resolve multi-layer problems
• On call support: after hours and weekends as per rotation schedule
• Understand and help support business continuity procedures
• Meet or exceed Service Level Agreements (SLA)
• 95% incident resolution
• Stay knowledgeable and keep current in the incident space.
• Possess general technology knowledge, including:
  • Windows 11
  • MAC OS 15+
  • Office 365
  • Mobile - iOS & Android
  • Audio/Video
  • VMWare View
  • ZScaler
  • Goverlan
  • Service Now
  • Associate Desktop
  • Hardware knowledge (hard drive, etc.)
  • Printer
• Level 2 support: in person & remote support
• Deploy hardware
• Install customized software
• Meet or exceed Service Level Agreements (SLA)
• 90% on request resolution Awareness and escalation of compliance and security related issues
• Run/rollout projects within building:
  Identify scope of work, create plan to rollout, delegate tasks to team to ensure completion
• Ensure team within building is up to speed on project rollouts to ensure escalation of issues are handled appropriately.
• Awareness and escalation of compliance and security related issues
• Continue to remain educated through knowledgebase
• Ability to work and build relationships at the Individual contributor to “C” level.
• Within building, support trend analysis, identify reoccurring issues and conduct corrective actions
• Manage SLA performance of team.
• Tracking of inventory levels within building.
• Testing of new technology, identification of technology that our brands may be interested in to ensure we can support it
• Pushing up issues for support from engineers.
• Maintain day to day vendor support issues.
• Influence entry level specialists and Analysts
• Business partnership/conduit with brands
• Observations based on daily tasks
• Make corrective action recommendations, and pending level, execute action.
• Projects with higher complexity
• Recommendations on talent decisions
• Seek resolution rather than guidance
• Contribute to project task development
• Make decisions to obtain SLA