IT System Support Analyst
IT Systems Support Analyst
As the IT Systems Support Analyst you will serve as a technical focal point for providing desktop, mobile, and end-user support services encompassing a wide variety of hardware and software applications. Client technologies include Microsoft desktops/laptops/Citrix servers/peripheral devices/software, mobile devices, etc. You must have strong hands-on experience supporting the Windows, Mac OS, and Citrix operating systems to host a variety of domestic and global applications with optimum performance. Familiarity with support tools such as Microsoft SCCM, LANDesk & LabTech is recommended. There is also an opportunity for exposure to new technology, cybersecurity, automation, and take on infrastructure related projects etc
An exceptional customer service mentality is critical to this role. Strong accountability, analytical, organizational and communication skills are a must. You must have the ability to self-manage and operate independently, adapting to new situations as they arise.
Primary Responsibilities:
- Provide concierge-level desktop support to high-level executives.
- Primary support for desktop, phones, mobile devices, VPN, Citrix Receiver, Office and desktop applications, wireless connectivity, video conferencing, etc.
- Develop, organize and maintain standard operational procedures.
- Create desktop/laptop/Citrix build processes for domestic /global sites
- Inventory Management & Procurement: supplies, equipment, and accessories (toner, keyboards, mice, printers, copiers, mobile devices, cell phones, etc.)
- Mobile device management: deployment and troubleshooting existing equipment.
- Maintenance tasks: copier, printer, equipment inspection, etc.
- Provide end-user training for client technologies.
- Conduct IT orientation/onboarding for new hires.
- Provide support for Video Conference systems and services.
- Maintain effective communications with department and client areas.
- Contribute to the efficient overall department performance.
- Sound knowledge of project management methodologies.
- Understanding of business function and needs.
- Ability to prepare schedules and status reports and deliver timely results.
- Quickly and professionally respond to technical support requests as needed, that arrive via phone, e-mail, and ticketing system.
- Participate in 24/7 support and extended support hours where necessary.
Required Skills/Experience:
- Experience providing white-glove IT Support to management in a high-stress environment.
- 3+ years of experience in a complex, fast-paced environment preferably in the financial industry.
- Proficient in Microsoft Desktop technologies including Windows 7, Windows 8.x, Windows 10, Office 20XX.
- Experience with desktop/laptop/Citrix/Active Directory environments.
- Experience with deploying and supporting O/S migrations and introducing new technology based on business needs and industry standards.
- Experience with MAC OS, iOS, and mobile technologies.
- Image builds experience using Ghost/VMWare or similar technologies.
- Microsoft SCCM, LANDesk, LabTech, VBScript, and PowerShell.
- Ability to work independently without intensive oversight – must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact.
- Bachelor’s Degree and/or other intermediate/advanced Apple or Microsoft Certifications.
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