Senior Support Analyst

GENERAL JOB DESCRIPTION

The Senior Support Analyst will be responsible for providing our clients with advanced technical support and troubleshooting for desktop systems, software applications, and peripherals to ensure the smooth operation of our organization’s IT environment. This role requires a strong customer service orientation, exceptional problem-solving skills, and the ability to mentor junior team members. The Senior Support Analyst will be required to work on-site to assist with hardware installations, software upgrades, system integrations, and advanced IT related issues. The Senior Support Analyst will provide Tier1/Tier2/Tier3 technical support to users in an efficient and accurate manner. To ensure success in this role, you should have extensive knowledge of home and office systems, advanced problem-solving skills, and high-level interpersonal skills. A top-class Senior Support Analyst provides fast and effective support to clients experiencing complex hardware and software issues.

MAJOR DUTIES AND RESPONSIBILITIES

• Provide senior-level technical support to end-users, addressing hardware, software, network-related issues, and other client-side computing needs in a timely and efficient manner.
• Deploy, manage, and troubleshoot company-issued laptops.
• Diagnose and resolve complex technical problems, escalating issues when necessary and collaborating with other IT teams to ensure timely resolutions.
• Assist with maintaining desktop security protocols, including virus protection, encryption, endpoint management, and access controls.
• Maintain acceptable Service Desk ticket levels and meet established SLA’s when responding to and resolving Incident and Request tickets; properly escalate unresolved tickets to the next level of support and ensure proper recording, documentation, and closure within the ticket system.
• Install, configure, and maintain desktop hardware, operating systems, and software applications.
• Assist in the planning and execution of IT projects, including software upgrades, hardware deployments, and system migrations.
• Collaborate with other IT teams to ensure the alignment of desktop support processes with overall IT strategies and policies.
• Mentor and provide guidance to junior desktop Support Analysts, sharing knowledge and best practices to enhance team performance.
• Write and update technical procedures, guidelines, and troubleshooting steps to build a comprehensive knowledge base.
• Stay current with industry trends and emerging technologies to suggest improvements to the organization’s desktop environment.
• Participate in on-call rotation and provide off-hours support as needed.
• Resolve technical problems with Local Area Networks (LAN) and Wide Area Networks (WAN).
• Recommend procedure creation and improvements.
• Deploy, manage, and support company-issued mobile devices (smartphones, tablets) and Cisco phone systems.
• Conduct in-depth research on emerging technologies, industry trends, and best practices.
• Develop proof-of-concept projects to test and validate the feasibility of adopting new technologies.
• Manage IT stockroom inventory (hardware, printing supplies, etc.)

EXPERIENCE/CREDENTIALS

• Bachelor’s degree in Computer Science, Information Technology or a related field preferred.
• Proven experience as a Senior Desktop Support Technician, with a minimum of 3-5 years in a senior or lead role.
• Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar certifications are a plus.
• Advanced experience with Service Desk ticket systems, PC re-imaging software/process, laptops/desktops, and multi-media devices.

COMPETENCIES

• Strong expertise in Windows and knowledge of macOS operating systems, hardware troubleshooting, and software installations.
• Proficiency in Active Directory, Microsoft Office Suite, industry related software programs, and remote desktop tools.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
• Ability to manage multiple priorities and deadlines in a fast-paced, dynamic environment.
• A well-organized and self-directed individual who can work with minimal amounts of supervision.
• Experience with ITIL best practices and knowledge of ticketing systems is preferred.
• Exceptional communication and interpersonal skills, with a customer-focused approach to service delivery.

FEATURED BENEFITS:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• Health Savings Account
• Paid Maternity Leave
• Paid Parental Leave
• Tuition Reimbursement