IT Support Analyst

Temp to Perm
 
The Support Analyst will have a minimum of two year's experience in supporting end-user equipment in a high-volume end-user corporate or law firm environment. The Support Analyst provides technical support for the business and for end-user devices, both hardware/software, including PCs, laptops, IP telephones, and mobile devices. This role requires you in the office five days a week. Conversion to permanent position is not guaranteed and is dependent on the overall performance and business needs. 
 
Responsibilities:

• Field incoming help requests from end users via telephone and e-mail in a courteous manner
• Ensure all requests from users are logged and escalation procedures are followed
• Maintain problem status/resolution information in ticketing database
• Ensure SLAs are met by reviewing the Help Desk inbox and tickets
• Escalate issues and collaborate with the appropriate IT teams to find resolutions
• Update Help Desk knowledge base with accurate and up-to-date information
• Troubleshooting problems with Windows-based workstations, custom applications, email, network and peripheral equipment
• Troubleshoot Android and Apple iOS software issues
• Maintain expert-level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions
• Support the HelpDesk team and respond to hardware tickets  
• Work overtime as required
• Perform other duties as assigned

Qualifications:

• College degree required in a technology discipline (preferred) 
• Two years' professional experience supporting end-user equipment in a high-volume corporate or law firm environment
• Must have excellent customer service skills, communication skills and be a team player
• Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications
• Experience supporting mobile technologies iOS and Android