Technical Support Analyst

Job Title: Technical Support Analyst

Location: Warren NJ (Hybrid)

Type: Contract

Overview:

Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations.

Responsibilities:

• On-site end user support (focus on hardware related) at Warren office
• Conference AV system support at Warren office
• Any hardware (laptop mobile device peripheral) related tasks on-site (shipping inventory etc.)
• Individuals understand their own area and are able to perform all facets of their role.
• They have experience in most issues that may arise although require guidance with new assignments or assignments outside the normal scope of work.
• They manage projects with oversight from their supervisor.
• Performs advanced troubleshooting techniques to address complex technical issues. (See some of the technical details below)
• Independently assesses and adjusts technical solutions based on the specific client issue.
• Addresses escalated technical issues from less experienced team members.
• Activities are diverse in nature and require independent judgment in determining the most appropriate course.
• Works autonomously in providing on-site technical support to clients.
• Works autonomously in delivering installation services.
• Prepares documentation to record and track project status.
• Undergraduate degree or equivalent combination of education and work experience.
• Strong verbal and written communication skills.
• Manages escalated client situations with a focus on building positive client relationships.
• Excellent understanding of internal service processes and able to articulate these to clients.
• Strong technical and product knowledge.
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Significant travel including overnight domestic or international trips may be required.
• Install upgrade support and troubleshoot for computer (desktops & laptops) hardware mobile devices (tablets) conference room support (AV Experience) printers scanners and any other supported devices
• Assist in depot operations by imaging and device build preparing materials coordinating shipments and performing inventory collection and validation to ensure accuracy and efficiency.
• Perform general preventative maintenance tasks on computer (desktops & laptops) hardware mobile devices (tablets) printers scanners and any other supported devices
• Diagnose and resolve software issues operating system issues and network issues
• Interact with End Users to identify IT issues provide easy to understand explanation of the resolution and to provide timely updates on progress of their IT issues
• Respond in a timely manner to end user inquiries and requests ensuring to maintain customer satisfaction and adherence to Service Level Agreements (SLAs)
• Manage daily Incident and/or Requests queue from an ITSM tool by accurately documenting work notes and resolution notes

Qualifications:

• Typically requires 8 years relevant experience in below
• To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge skill and/or ability required.
• Problem Solving - Identifies root causes and resolves problems in a timely manner.
• Teamwork - Balances team and individual responsibilities.
• Judgement - Makes timely and sound decisions.
• Planning/Organizing - Prioritizes and plans work activities.
• Quality - Demonstrates accuracy and thoroughness.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.
• Innovation - Employs original thinking and creativity
• Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication

Education and Experience Required:

• Diploma/Degree & Experience
• Bachelors degree (B. A / .) from four-year college or university
• 8 years hands on experience in IT Service Desk and Field Support environments.
• Excellent verbal written and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels.
• Extensive experience maintaining and troubleshooting Windows PCs and environment

Technical Skills Required

• Experience in setup administration and support of the following technologies:
• Azure Portal (Azure VD Entra ID)
• Intune including Company Portal
• M365/Exchange Admin Center
• Microsoft Teams Admin Center
• Active Directory
• Powershell
• Automation
• Endpoint Central
• Microsoft Windows 11
• Macbook support is a plus

Experience in the following system and skills:

• MS Teams Conference AV system
• Mobile devices (iPhone/iPad)
• CyberArk Endpoint Privilege Manager
• CyberArk Privileged Access Management
• GPO
• DHCP
• DNS
• Zscaler
• Okta
• Bitlocker
• Japanese language proficiency is not required but a plus