Desktop Support Analyst

Position 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.