Position Summary
The IT Support Analyst will provide first and second line technical support to ~1300 staff and ~30 global offices. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner.
- Job ResponsibilitiesRespond to and resolve all IT support calls/emails for all locations
- Provide IT Support for all employees, in offices and working virtually
- Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
- Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
- Support meeting room and video conference facilities, including systems like Teams and Zoom.
- Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
- Manage hardware asset inventory and equipment lifecycle.
- Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
- Work closely with other IT professionals and departments to understand and address their IT needs.
- Must be able to work at least 3 days per week in Washington DC office
- Minor travel occasionally required (less than 10%)???????
Technical Knowledge & Experience Required
- Minimum of 5 years of relevant experience
- Knowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
- Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
- Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc).
- Strong understanding of networking concepts and technologies.
- Excellent documentation and process skills, and discretion in handling confidential information.
- Relevant technology certifications desirable.
- Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.
- Experience with Jamf or Intune is a plus.
- BA/BS degree in Information Technology, Computer Science, or related field is a plus.
On site 3 days per week in Washington DC (flex on days depending on team coverage)
Base Salary Range - $70,000-$80,000
Discretionary Bonus
