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

Soft Skills

• 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

Preferred

• College Diploma, Degree in Computer Science, or equivalent experience

• Experience working with third party vendors

• Microsoft, CompTIA, Cisco and other Certifications

Benefits:

• 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

Work Environment:

• 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.