Technical Support Analyst

THE OPPORTUNITY

The Technology Support & Strategy Department is seeking a Technical Support Analyst to provide front-line primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals. 

Responsibilities include but are not limited to:

• Provide exceptional customer service in-person, via phone and email as appropriate;
• Resolve help desk issues, including troubleshooting hardware and software issues;
• Open, track, document, escalate, resolve, and close each problem/inquiry/request in our service management system;
• Collaborate with other technical team members to provide excellent service to the user community;
• Walk users through steps to help them resolve their technical problems;
• Additional relevant tasks, as needed. 
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Qualifications:

• Bachelor’s degree in a related field;
• 2+ years of hands-on experience in an end-user desktop support role;
• Strong customer service orientation with a helpful, solution-focused mindset.
• Expert knowledge supporting Microsoft Windows 10, Active Directory, and Microsoft Office 365 applications;
• Basic understanding of networking fundamentals (e.g., IP addressing, DNS, VPN troubleshooting);
• Solid experience with imaging, provisioning, and onboarding devices in an enterprise environment using tools such as SCCM and Microsoft Intune;
• Experience enrolling and managing Android and Apple devices through mobile device management (MDM) solutions;
• Working knowledge of Google Workspace and other SaaS applications such as Jira and Slack, preferred;
• Experience using ticketing systems (e.g., Jira) to track, prioritize, and resolve support requests;
• Proficient in using remote support tools (e.g., BeyondTrust) to troubleshoot and resolve end-user issues;
• Experience supporting and troubleshooting Dell hardware, including laptops, desktops, and docking stations;
• Excellent communication and documentation skills, with the ability to clearly convey technical information to both technical and non-technical audiences;
• Willing and able to travel to multiple sites across New York City and New Jersey as needed;
• CompTIA A+ Certification is a plus