Support Analyst - Desktop

Requirements

• Detailed knowledge and experience in a Microsoft environment supporting Windows 10, Windows Server 2012+, Office Suite including Outlook, Office 365, and Azure, including OneDrive, DLP, and SharePoint
• Detailed knowledge and experience with Active Directory, Group Policy, remote access solutions, and software deployment
• Detailed knowledge and experience installing, troubleshooting, and managing desktop hardware
• Relentless dedication to customer service
• Works with minimum supervision, proactively follows up on outstanding issues/tickets
• Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively
• Strong analytical, prioritizing, interpersonal, problem-solving skills
• Strong verbal and written communication skills
• Demonstrated collaborative skills and ability to work well within a team
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail, deadlines, and reporting
• Demonstrated interest in learning about new and emerging technologies
• Self-directed learner and ability to find solutions to problems they have not encountered before
• Degree in Computer Science, Engineering, or a related field or experience

Nice to Have

• Powershell and Python
• Network
• Linux environment

What You'll Be Doing

• Provide 24x5 support on-site and to a global community of approximately 500+ users as per business requirements
• Provide on-call weekend support on a rotational basis
• Manage raised requests and incidents in a timely manner following well-rehearsed internal request runbooks/knowledge-based and incident management and request fulfillment processes
• Partner with Level 2 & 3 internal and external teams/vendors as appropriate to help troubleshoot more complex incidents
• Provide alert management to proactively resolve failure alerts, degraded services, and unavailable services through internal monitoring tools
• Proactively automate common tasks to improve efficiency and increase productivity
• Collaborate with internal and external teams to develop strategic solutions
• Perform related duties & responsibilities as requested

Perks and Benefits

• The minimum base salary for this role is $100,000 if located in New York
• This role may be eligible for discretionary bonuses, which could constitute a significant portion of total compensation
• This role may also be eligible for benefits, such as health, dental, and other wellness plans, as well as 401(k) contributions
• Successful candidates' compensation and benefits will be determined in consideration of various factors