It Support Analyst (Remote Opportunity)

TYLin is a globally recognized, full-service infrastructure consulting and engineering firm committed to providing innovative, cost-effective, constructible designs for public and private clients worldwide. The firm is an internationally recognized pioneer in solving the most difficult engineering challenges. Headquartered in San Francisco, California for over 65 years, TYLin has more than 3,200 professionals throughout the Americas, Asia, and Europe. TYLin is part of Dar Group, one of the world's leading architecture, engineering, project management and energy consultancy groups.
Job Summary
Are you a highly motivated individual with a passion for delivering exceptional customer service to a diverse group of internal clients? We are seeking a dedicated IT Support Analyst to join our team and play a pivotal role in helping our company achieve its core business objectives. As a key member of our IT support team, you will provide technical assistance, troubleshoot issues, and ensure seamless technology operations, contributing to the overall success of our organization. If you are committed to enhancing end-user experiences and thrive in a collaborative environment, we invite you to explore this exciting opportunity.
Our IT Shared Services Sector is seeking a tech savvy IT Support Analyst to join our team to support our employees from 8:00A - 5:00P Pacific Time. The work may be performed fully remote or hybrid (part time in-office, where applicable).
This is a Tier 1 position that will report to the IT Service Desk Supervisor, IT Support and Operations, and requires 3+ years of experience. This support position operates in a geographically dispersed Service Desk environment providing front line end user technical support to internal employees through professional, timely, and accurate resolution of technology related problems.
Responsibilities & Qualifications
Responsibilities

• Resolves inbound technology-related problems via phone, email, and web portal submissions.
• Utilizes a knowledge base to resolve customer issues. Where knowledge doesn't exist, be curious to find a solution.
• Leverages team chat to ask questions and seek guidance from other team members and Tier 2.
• Documents issues within the ticketing system with clear, concise, and accurate information; documents troubleshooting process and procedure for each issue.
• Identifies gaps in documented knowledge and engages Tier 2 on new knowledge creation.
• Follow defined processes to promote standardization; where processes are not defined, escalate to receive guidance.
• Consults with Tier 2 on complex, undocumented issues and escalates to the appropriate group.
• May act as an on-site support resource at a local TYLin office (where applicable), assisting users with hardware setup and other TYLin IT groups with hands-on networking or server support.
• May assist the Lifecycle team with preparing computers for new hires in local, or geographically close, TYLin offices (where applicable).
• Provide afterhours on-call support on a rotational basis.

Qualifications

• Must be willing to work 8:00 AM - 5:00 PM Pacific Time. Only candidates willing to work this time need apply.
• Associate degree in a technology related field; bachelor's degree preferred.
• At least 3 years of proven technical support experience in a structured Service Desk or Help Desk environment that includes medium-to-large sized companies.
• Strong verbal and written communication skills with the ability to speak to end-users with varying levels of technical knowledge.
• Self-driven, ability to work under minimal supervision, and an attitude of getting the job done.
• Curious, technology savvy, and have a desire to solve problems.
• Experience with ticketing systems and issue documentation.
• Solid knowledge of Windows troubleshooting.
• Experience with the Microsoft 365 environment (MS Office products, Teams, SharePoint) including Admin Portal and MFA technologies.
• Experience with software delivery, installation, and troubleshooting.
• Experience with Azure, Active Directory, SCCM/MECM, and remote support tools.
• Understanding of network troubleshooting: home office, Wi-Fi, LAN (corporate network).
• Understanding of networking technologies and remote access (VPN, Remote Desktop).
• Experience with hardware troubleshooting that includes laptops, docking stations, and peripherals.
• Understanding of mobile device support (iPhone, Android).
• Experience with supporting design software such as AutoCAD, BIM, Bentley products is a plus.

Additional Information
#LI_Remote
TYLin offers a comprehensive total rewards package. Our benefits include extensive medical, disability and life insurance coverage, continuing education benefits, paid time off, employee assistance program and a retirement savings plan with company matching contributions.
We encourage all candidates to explore our total rewards offering.
TYLinis an equal opportunity employer, and we prohibit discrimination and harassment of any type as protected by federal, provincial, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees. The company and its employees are required to comply with all local health authority, legal or lawful client requirements.