Support Analyst

The Support Analyst is the first tier in delivering exceptional customer service by implementing, maintaining, and troubleshooting technical systems. This role involves a high volume of initial contact via phone and/or email supporting and optimizing customer workstations, servers, software, network equipment, and connectivity. The ideal candidate is customer-focused, possesses strong verbal and written communication skills, and proactively works to meet client needs.

• Serve as Tier I and first point of escalation for clients seeking technical assistance over the phone and ticketing system regarding mission-critical client issues, including outages, security incidents, or infrastructure failures
• Able to multitask in a fast-paced environment by taking a high volume of phone calls, while creating service desk tickets
• Comfortable with remote troubleshooting (I.E. Password Resets, New User/Workstation Setups, Desktop/software Issues)
• 1-2 years in a similar role of IT support
• Setup and install Microsoft Office Suite, and other Windows applications
• Troubleshooting Windows workstations and applications
• Experience with Anti-virus/malware software and remediation processes
• Support various email systems (O365, GSuite) using SPAM filtering tools (Barracuda, Mimecast, Defender, Graphus)
• Knowledge of network switches, firewalls and access points
• Basic support for MFPs, Printers, Scanners, and other office technologies
• Provide third party vendor management assistance
• Ensure that Service Level Agreements are met for all customers
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong documentation skills with the ability to accurately document information related to client environments and issue resolution
• Acute attention to detail
• Ability to absorb and retain information quickly
• Highly self-motivated
• Work with a mentor to help develop skillset and GFI values

• Excellent communication and interpersonal skills
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities
• Solutions focused
• Ability to multi-task and organize and prioritize deadlines accordingly
• Able to meet deadlines and follow clear instructions
• Exhibit professional appearance and demeanor at all times

• College Diploma, Degree in Computer Science, or equivalent experience
• Experience working with third party vendors
• Microsoft, CompTIA, Cisco and other Certifications

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Paid time off immediately available upon hire
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Referral program
• Vision insurance

• Hybrid Work Arrangement:
  You have the option to work from our office or from home. This flexibility allows you to balance your work and personal life effectively.
• Office Work:
  If you choose to work from the office, you will benefit from a collaborative environment, access to office resources, and face-to-face interactions with your colleagues.
• Remote Work:
  If you prefer to work from home, you will need a reliable internet connection and a quiet, distraction-free workspace. You will be expected to maintain regular communication with your team and adhere to company policies.

MUST LIVE WITHIN 120 MILES OF OFFICE