Job Description

Position Summary:

The Technical Support Analyst I is responsible for providing level-one support to all BRP colleagues and offices including desktop, software, network and infrastructure issues. He/she will manage the ticket queue (incident & service request) ensuring all are worked within SLA. He/she will work within multiple systems to provide and modify user access, maintain system stability and ensure security protocols are in place.

Principal Responsibilities:

• Perform level-one support functions for workstations, enterprise software and standard office infrastructure platforms
• Minor hardware repairs including PC changes (RAM, hard drive, etc.)
• Auditing of system accounts to ensure licensing and inventory accuracy
• Maintaining device inventory, both physical and systematic
• Managing all technology components of the new hire process
• Working with MSP’s and other vendors regarding technology support and maintenance

Education, Experience, Skills and Abilities Requirements:

• 1-3 years technical support experience in an enterprise environment
• Solid understanding of basic help desk principles including troubleshooting and customer service
• Basic understanding of Windows 10, Office 365, Active Directory and other enterprise systems
• Strong organizational and customer service skills
• Ability to make decisions with the best interest of the firm and end-users in mind
• Demonstrate the firm’s core values, exuding behavior that is aligned with the firm’s culture

Special Working Conditions:

Fast paced, multi-tasking environment.

Travel up to 10% of the time.

Important Notice:

This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the Firm. All requirements may be modified to reasonably accommodate physically or mentally challenged colleagues.