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Form of workJob Description
AAC is seeking a Sr. IT Support Analyst to support their client in Glen Rock, NJ. This position will be handling escalation tickets for their support team, working directly underneath their Service Delivery Manager.
RESPONSIBILITIES:
• Serve as the escalation resource for technicians supporting staff-members seeking technical assistance over the phone, e-mail, or ticketing system to 100+ locations.
• Perform tier II/III assistance/troubleshooting via remote software.
• Including but not limited to supporting the following hardware:
- POS Systems
- Pin Pads/Credit Card Readers
- Desktop/Laptop Computers (Windows 10, 11, and Macs)
- iOS Devices (iPads, iPhones)
• Maintain/Support/Deploy IT hardware and software for staff as needed.
• Handle problem recognition, research, isolation, resolution and follow-up for incidents and requests.
• Responsible for maintaining/updating support services documentation including knowledge entries on desktop issues and application configurations.
• Responsible for escalations to third-party vendors for additional support or technical dispatch as needed.
• Required to participate in on-call after-hours support rotation.
Minimum Qualifications, Knowledge, and Skills Needed:
• Minimum of 5 years of IT Support experience.
• Previous experience in high-volume ticket environment providing technical support.
• Previous experience in an enterprise Microsoft technology environment.
• Previous experience working with Azure Active Directory
• Previous experience working with imaging software such as PXE Boot
• Ability to talk about technical issues with non-technical people.
• Ability to quickly learn and adapt to new technologies.
• Required attributes for this position include a strong sense of customer/solution ownership, superior communications skills (written and verbal), ability to easily adapt under different technical circumstances, and ability to perform under stressful situations.
• Team focused with the capacity for knowledge sharing and team leadership.
• Ability to understand user and business needs and translate to technical solutions.
• Information Technology certifications (Microsoft, A+, Help Desk Institute, Dell, etc.) a plus
• Formal ITSM qualification (e.g., ITIL foundation) is desirable
• Previous experience with retail technology preferred.
• Previous experience with Mobile Device Management software such as InTune preferred.
• Previous experience in knowledge base article creation/documentation is highly preferred.
We operate at the highest level of integrity at all times, strive to be the *Best of the Best* in all that we do, and we are the Best Value service provider to our clients.
