20181 – Lead Technical Analyst

Published
April 1, 2022
Location
New York, NY
Category
Job Type
Compensation
$980k - $90K
Job ID Number
20181

Description

The Lead Systems Technologist will be a member of the End User Computing support team. This individual will provide IT support to Executives and approximately 3,000+ staff. This role requires a high level of technical proficiency and requires an individual with strong written and verbal communication skills. Must quickly and effectively diagnose, and resolve issues related to Windows PC’s, mobile devices, printers, video conferencing and light Mac support.

The organization is looking for an individual who is customer focused, passionate about the end user experience, enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools. Must be extremely well organized and able to work without supervision.

Essential Duties & Responsibilities

• Responsible for the implementation, installation, maintenance and support of End User Computing equipment, software and connectivity for PCs, Macintosh, Printers, Mobile devices, LAN, and Audio-Visual conferencing.
• To diagnose and resolve software and hardware incidents for Windows operating systems and across a range of software applications.
• Deployment and support of computer workstations including laptops, desktops, and tablet devices. Must be knowledgeable in the latest hardware technologies and system architectures related to Windows 10 workstations.
• Maintain all desktop operating systems and all business software applications in a secured client environment. This includes, but is not limited to, desktop patching, hardware/software inventory, hardware installation, software upgrades and installations, and virus definitions updates. Responsible for Operating System deployment using a combination of desktop imaging products and SCCM, Active Directory, Intune, Azure. Must be familiar with DOS and other command line utilities.
• To assist end users with any logged IT related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To install and configure new IT equipment.
• Monitor the assigned End User Computing queue(s) in Service Now. Log real time ticket updates documenting actions taken on all ticket requests. Close tickets within established service levels.
• Participate in special assignments and projects as requested by management.
• Employee moves – support and complete all assigned personnel moves in-between offices/buildings.
• Develop close business relationships and demonstrate expert level ability to inspire trust and become the “go to” person for all end user technology needs.
• Stay “on trend” to best recommend solutions and products that enhance the end user productivity, needs, and expertise.
• Analyze technology issues, determine root causes, and troubleshoot for resolution.

• Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Management Guidelines. Identify risk-related issues needing escalation to management.
• Log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up.
• Provide feedback, quality assurance, and user acceptance testing for technology products and services.

Experience, Skills & Knowledge

• 5 years’ experience working in a supporting role with desk side services.
• Strong experience installing and configuring Windows 10 workstations
• Windows 10 Essential Training and or equivalent Microsoft Certification
• Strong understanding of Microsoft Office
• Experience with current Windows operating systems on all platforms
• Knowledge of OS deployment
• Keen problem-solving skills, ability to deal with complex situations and recommend a technical solution
• Must have excellent interpersonal and communication skills with an emphasis in customer service
• Must possess the ability to work on multiple tasks simultaneously
• Ability to learn new technology and stay well informed of current technical trends.

Personal Characteristics:

• Must be comfortable working under pressure and supporting Executive level clients.
• Must posse’s excellent client facing skills and strong capacity to communicate and build trusted relationships.
• Be able to work with external service providers and deliver the right services in a timely fashion in a rapidly changing high profile business environment.
• Tenacious, with good follow up and attention to detail
• Excellent customer service and strong analytical troubleshooting skills are a must.
• A get it done, do it right the first time, I can attitude.

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