Senior Support Analyst

Key Responsibilities

• Provide technical assistance and Level 2/3 support for reported issues related to computer systems, servers, software, and hardware on a timely basis to meet department SLAs.
• Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.
• Install operating systems, applications, hardware drivers, and customize system settings following department standards.
• Analyze problems using troubleshooting skills and diagnostic tools to identify the root cause and provide a stable solution to the issue to prevent reoccurrence.
• Document issue resolution to department knowledge base for reference in future incidents, and contribute to the creation of self-help articles.
• Provide timely updates of all activity for assigned incidents including user contact attempts, and issue resolution details within incident management system; escalate incidents to other support teams where necessary.
• Participate in department or firm wide projects as instructed by IT Department management
• Contribute to departmental productivity and development objectives by participating in training programs and team meetings.
• Interface with end-users, supervisors, directors, and executives and resolve problem situations in a professional manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Knowledge, Skills & Attributes

• A+, Network+, Microsoft, VMWare certifications preferred
• Minimum 5+ year of technical support
• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
• Strong abilities in organizing, prioritizing and
• Expected to be a team player who shares knowledge for collective
• Able to communicate technical concepts to non-technical
• Must have strong interpersonal, communication (written and oral), and customer service skills.
• Close attention to detail, flexibility, resourcefulness, ability to work independently, good problem-solving skills.
• Ability to manage multiple high priority initiatives in a fast paced highly technical

Technical Experience Required

• Strong knowledge of Microsoft Windows desktop operating
• Strong diagnostic/ troubleshooting skills
• Strong knowledge of the Microsoft Office
• Working knowledge of TCP/IP protocol stack, and Wi-Fi
• Working knowledge of DNS, and
• Working knowledge of Office 365 cloud application
• Working knowledge of desktop imaging, application deployment, and hard drive
• Working knowledge of active directory, domains and group
• Windows server experience

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