It Support Analyst

The Role:
The IT Support Analyst will play an essential role in our IT Support team by providing end-user support (Tier 1). This role will report to the IT Support Operations Manager and work with staff at Alcority & its group companies to ensure all IT issues are solved in a timely and efficient manner. The incumbent ensures our office devices and technology are installed, configured, and maintained properly so our staff can be productive. The support environment involves 5-day (Monday- Friday) attendance in our New York office and includes remote support of international group offices.
This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task. Candidates will exhibit intellectual curiosity in their interest in IT with an aptitude for applying computing concepts and skills to solve real problems.
Responsibilities:

• Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.
  
• Physical setup of workstations, laptops, and smartphones.
  
• Work and track all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
  
• Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
  
• Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
  
• Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
  
• Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
  
• Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
  
• Direct experience providing Tier 1 Support for Window, Linux, and Apple.
  
• Set-up and provide user support for our video conferencing rooms and systems.
  
• Train employees on use of devices and new/upgraded core enterprise software.
  
• Occasional after-hours work for critical infrastructure updates and changes.
  
• Proactively communicate all changes, updates, and outages to staff.
  

Requirements:
General

• Bachelor's Degree from an accredited institution. IT/Computer Information Systems/Engineering-related degree is a plus.
  
• 2-4 years of experience in a similar position providing endpoint and infrastructure support.
  
• Direct experience providing Tier 1 support
  
• Excellent team player with the ability to positively encourage and influence others.
  
• Ability to multi-task with strong attention to detail.
  
• Enjoy working in a fast-paced, agile environment and resolve unplanned incidents quickly.
  
• Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
  
• Strong customer service focus for both technical and non-technical organization team members.
  
• Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.
  
• Desire to learn and become familiar with new areas of technology.
  

Technical

• IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
  
• Experience with Active Directory, machine access changes, and various authorization controls.
  
• Direct Microsoft 365 experience is a plus.
  
• Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
  
• Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)
  
• Mobile Device Management - enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
  
• Creating, using, and updating scripts - Powershell is a plus - to automate daily tasks.
  
• Networking fundamentals - basic troubleshooting of connectivity on workstations and servers.
  
• Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)
  
• Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)
  
• Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
  
• Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).
  
• Direct Linux troubleshooting experience is required. Experience with Ubuntu, Tensorbook / Razer is a plus.
  

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Benefits & Perks:

• Time Off: 25 days of PTO for full-time employees and 12 company holidays.
  
• Company Paid Benefits: Life insurance, Short-term disability, Long-term disability, Paid parental leave, Employee Assistance Program, and medical insurance in our high deductible health plan.
  
• Optional Employee Paid Benefits: Medical insurance in our EPO plan, Dental benefits, and Vision benefits. We also offer Health Savings Accounts, Flexible Spending Accounts, Supplemental Life insurance, and more.
  
• 401(k): Eligible after 60 days. Discretionary company match of 50% up to the first 6% of contributions.
  

EQUAL OPPORTUNITY EMPLOYER
ALCORITY IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE COMPANY'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.