Desktop Support Analyst
Location:
WA - Seattle
Apply nowPosition Summary:
The Field Support Analyst position is an internal, client-facing position responsible for on-site IT support in assigned offices. Additionally, the provision of phone support to staff nationwide, as needed, is expected. This position is a full-time, in-office
position. Employees will have the ability to occasionally work from home after a 6-month probationary period (based on performance).
Job Responsibilities:
· Provide support for Windows and Citrix server systems and related peripherals including printers, scanners, network, and other systems hardware and software.
· Establish operating procedures and create technical documentation for other technical support personnel and staff.
· Provide second-level troubleshooting for Enterprise Help Desk issues.
· Provide technical support for escalated Service Desk issues.
· Manage individual ticket queue and ensure that all tickets are documented/closed in a timely manner.
· Mentor and provide senior-level technical assistance to IT Support Staff.
· Maintain up-to-date documentation of the messaging environment, as well as the supporting systems’ management processes and tools.
· Create and maintain Active Directory accounts and groups.
· Participate in the planning and execution of activities related to acquisitions, migrations, and conversions. Additionally, lead on-site IT staff during the execution of a move or acquisition.
· Knowledge of network hardware/configuration/installation.
· Run training classes for employees on company IT systems and processes.
· Consult with local office management with regards to company IT issues and projects.
· Work with local cabling vendors and building management on IT upgrades.
· Plan and design network cabling infrastructure for new office buildouts.
· Design conference room solutions that are compatible with company standards.
· Provide on-site support for off-site executive meetings.
· Analyze and resolve end user software program and connectivity issues in a timely and accurate manner. Additionally provide end user training where required.
Required Qualifications and Experience:
· A bachelor’s degree in information technology (or related field) and/or equivalent work experience
· 3-5 years of experience with messaging technologies and Citrix administration
· 5-7 years of experience providing on-site desktop support
· Advanced understanding of a range of computer software/hardware systems and related technologies
· Experience supporting Active Directory, Windows Server 2016-2022, and Citrix.
· Thorough understanding of SMTP, mail routing, TCP/IP networking, including DNS, DHCP, VLAN, and IP subnetting
· Experience supporting Microsoft Office 365 and Exchange
· Knowledge of and experience with ServiceNow
· Project management experience preferred
Additional Requirements, Skills, and Abilities:
· 20% - 30% required travel to other office locations, which may include air travel.
· Candidate must have valid driver’s license and access to a vehicle.
· Availability to work a flexible schedule with minimal notice, including some evenings and weekends.
· Strong interpersonal and verbal/written communication skills, with proven ability to communicate technical information to non-technical personnel and communicate with management, business personnel, and peers concerning IT-related issues.
· Ability to install, configure, and maintain computer laptops and/or related hardware and software.
· Capacity to oversee system management utilities and software.
· Demonstrated ability to document all aspects of production systems, including operational practices.
· Strong problem-solving skills to aid in the identification, communication, and resolution of IT issues in a precise and timely fashion.
· Capability to self-motivate, work independently, and balance multiple on-going projects.
Salary Range is $50,000 to $75,000. This is a bonus-eligible position with a target incentive of 5%.
USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.
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