IT Support analyst

Job Details:

• Provide phone and deskside support from start to completion for all desktop/server-related issues, including problem assessment/resolution. 
• Responsible for manually logging all phone calls to the Help Desk and ensuring all issues are captured in the Incident Tracking database. 
• Perform direct fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring applications and mobile devices. 
• Actively involved in providing IT training or instruction through customer service interactions and scheduled training sessions. 
• Actively involved with the development of end-user IT training. 
• Provide technical and logistical support for audio/video conferencing services. 
• Maintain the operational availability of all technological resources, including, but not limited to:      
• Workstations (Laptops, desktops) 
• Printers 
• Data Communication equipment 
• Audio-visual equipment 
• Perform as a first/second-level technical resource to customers and function as an escalation resource for other members of the Technology Department. 
• Participate in research and/or testing of new applications and/or projects relating to firm-wide implementations. 
• Evaluate documented resolutions and analyze trends for ways to prevent future problems. 
• Actively participate in continuous service improvement initiatives and surface ideas to raise service quality. 
• Participate as an active member of project teams as assigned. 
• Managing assigned incidents and service requests within the ticketing system 
• Tickets must be updated with status and communication with the end-user every three days until incidents/service requests are resolved. 
• Ability to maintain 1 hour SLA  response time on all incidents and Service requests 
• Maintain tasks and projects within the Service Desk Plus ticketing system daily.  
• Assist with conference setup and take down for Executive or large meetings. 
• Utilize Knowledge base (solutions) and update knowledge base articles weekly.  
• Perform other duties as needed 

Skillset/Qualifications: 

• IManage  
• InTapp 
• Egress 
• 0365 
• KoFax 
• Zscaler  
• Citrix  
• AV setup for meetings  
• Zoom