Senior Analyst, TEchnical Support

Mô tả công việc

Job Summary:The Senior Analyst, Technical Support role is a critical component in our IT department's ability to deliver a high quality service to company executives. The role is highly visible, customer facing, and is often the provider of day to day desktop, PC/laptop, mobile devices and AV/Telecom support to senior team members. The Senior Analyst resolves escalated support issues from our IT Service Desk, through direct contact from VIPs and tracks all other escalations and requests impacting VIP users. Job Responsibilities: Essential Functions:Provides technical support for a variety of IT hardware and software.Serves as a specialist on Microsoft Windows and Apple iOS products, with responsibility for assisting customers as well as training other technicians.Properly documents resolved incidents into the ticketing system (ServiceNow).Updates workstations / laptops' operating system images as neededRecommends hardware, software, and mobile solutions, including new acquisitions and upgrades.Assist in software rollouts and project / technology delivery. Supports the implementation of global IT standards, processes and documentation; offices build outs and relocations.Collaborates and performs functions with other team members to resolve issues and complete projectsEnsures timely communication & resolution of issues to agreed SLAsIndependently diagnoses and resolves issues with Apple and Windows based technologies, iOS, Android and other mobile devices and a variety of PC/ Mac applications.Communicates highly technical information to both technical and non-technical personnel with various technical experience levelsMay conduct training programs designed to educate an organization's computer users about basic and specialized applications.Enthusiastic, responsive and willingness to learn new technologies and keep up with industry trendsWill provide one-on-one instructions, training, or guidance to end users on use of hardware, software and standard proceduresPartner with AV/Telecom team to support video conferences, phone setup and mobile device procurement/activationAny other ad hoc responsibilities as requested by manager and business needs. Adaptability Requirements:Has the ability to prioritize workload within each day.Must work assigned schedule in order to provide support for VIP users.Show initiative and positive attitudes when dealing with problems.Must be highly motivated with the ability to assimilate and learn new technologies.Able to demonstrate flexibility, including flexibility in working and changes in process. Working Conditions:Work is to be performed in a standard office environment.Occasional travel, including overnight stays, may be required.Must be able to lift up to 50 pounds.Ability to work flexible hours, including possibly evenings and weekends Experience and Education: Bachelor's degree in computer science or related field and/or 5+ years of technology experience5+ years experience in an Enterprise-level support environment providing hands on technical support in MS Windows/MAC/Apple OS hybrid environment to include iOS/Android/Windows devices.5+ years experience in all Apple Mac Products including iMac, Mac Mini, MacBook Pro, MacBook Air, and iPods, iPads and iPhones.5+ years experience in all Microsoft Windows devices and computers,5+ years of solid experience with Windows XP/7, Mac OSX, and MS Office (both desktop and laptop).Apple Certified Mac Technician highly desirable.Apple Certified Support Professional Mac OS X 10.8, 10.9 highly desirable.MCITP Windows 7 Certified desirable5+ years of experience in the repair of Apple laptops and desktops.5+ years of experience in the repair of PC laptops and desktops.5+ years of experience providing hands on technical support in a MAC/Apple OS environment including software (Adobe Suites, iWork, MS Office 2011).5+ years experience in a Microsoft Exchange/Outlook environment5+ years experience in supporting remote access (VPN, Citrix) and SMS/SCCM,Knowledge, Skills, and Abilities: Extensive Knowledge for all Windows/Mac Products Installations, Configuration, Maintenance, Troubleshooting, Operating systems, Upgrading, and Recovery Solutions (Mac-Hardware & Software).Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop productsExtremely customer-oriented with excellent written and communication skillsStrong communication (to client, team and management) and strong customer facing skills (both verbal and written) especially at the C Level and VP level.Ability to build excellent and friendly relationships with all employeesAbility to follow up on assignments from senior members of the team, and complete tasks in a timely mannerExcel at making the workload and request/service process visible, and be accountable for work assignmentsProven track record to work independently.Has the ability to prioritize workload within each day.Must work assigned schedule in order to provide support for VIP users.Strong critical thinking, analytic and problem solving abilities.Willingness to travel to other offices if required.Ability to use a call management system, ServiceNow experience preferableAbility to build, configure, deploy and trouble shoot desktop/laptop/printing/Blackberry/iOS/Android devicesSMS Deployment understanding and working knowledge of architecture to aid in developing support structure to manage infrastructure.Experience with Mobile device management including use and understanding of AirWatch or other similar MDM platforms.About TEKsystems:Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants’ skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.