Senior IT Support Analyst

Position Summary: 
The Senior IT Support Analyst will provide front‐line support to end users on various technical issues and problems relating to hardware, software and peripherals. Also, in addition to assisting with identity management tasks such as on/off boarding and permission to systems. The role requires a strong and more in-depth problem-solving acumen in order to diagnose, evaluate and resolve user issues, serves as a point of escalation as necessary for issues that may arise from other IT staff members, and is well versed in IAM best practices to sustain the high standards developed within the company. This is an in office position. This role will sit in either NYC or Newport Beach, California. 

Job Responsibilities: 
This list does not represent all responsibilities for this position. Candidate must be willing and able to assume roles and responsibilities other than these to meet the needs of the organization. 

• Provide exceptional user support (phone, remote, in person, email) as necessary. 

• Resolve help desk tickets including software and end user hardware issues. 

• Responsible for ticket triage, assignment and follow up. 

• Inventory maintenance including workstations, laptops, printers and monitors. 

• Participate in team meetings. 

• Occasionally participate in server rack installations and cable patching. 

• Installation and administration of local and network printers. 

• Troubleshooting user account issues. 

• Ensure timely computer and account setup of new users. 

• Participate and manage wider scale projects and initiatives. 

• Administer user accounts and access privileges for the organization. 

• Enforcing company policies and procedures related to identity and access management. 

• Involved in troubleshooting and resolving IAM issues. 

• Internal escalation point for complex issues (Advanced troubleshooting, research). 

• Maintain and develop documentation. 

• Process and policy monitoring. 

• Good organizational skills and attention to detail. 

• Ability to work individually and as part of a team. 

• Occasional evening/weekend work. 

Required Experience: 

• Microsoft Windows 10 and higher desktop troubleshooting 

• Microsoft Office 365 

• Client PC connectivity – VPN, TCP/IP, Ethernet, DNS, DHCP, etc 

• Remote Desktop support 

• Azure/Intune administration 

• Active Directory administration 

• Printer/peripheral troubleshooting 

• Computer imaging processes 

• World class customer service and troubleshooting skills 

• Ability to communicate technical information, both in writing and verbal, to end users 

• Computer moves/device setup 

• New user onboarding 

• Inventory/hardware lifecycle management 

• IT ticketing system – Creating/modifying/assigning tickets 

• At least 10+ years supporting a windows environment 

Preferred Experience: 

• More in-depth Microsoft O365/Azure/Exchange/Teams/Intune user/device administration/configuration/policy building 

• Powershell or similar scripting 

• Soft phone setup and administration