IT Senior Analyst

What will you do?

The IT Senior Analyst will be responsible for providing technical support to end-users and resolving complex technical issues remotely and in-person. This role will diagnose and troubleshoot software and hardware problems before they become widespread and escalate issues to the Senior Manager, IT Help Desk. The IT Senior Analyst will manage and maintain IT systems, including user accounts, backups, and security protocols. Additionally, they will lead projects such as developing and implementing IT policies and procedures, training for end-users, and improving the IT Security controls. This role will assist in end-user management including; onboarding, active employment, and offboarding.

• Provide technical support for requests in the IT Portal
• Diagnose and troubleshoot complex software and hardware issues
• Escalate issues when necessary to other IT management or vendors
• Manage and maintain IT systems, including user accounts, reviews, and security protocols
• Develop and implement IT policies and procedures
• Provide training to end-users as needed
• Monitor and maintain accurate and timely inventory of hardware and software
• Maintain lifecycle of office hardware and network infrastructure along with general troubleshooting
• Collaborate with other IT personnel to ensure smooth operations of IT systems
• Assist with the onboarding and offboarding processes for new and departing employees
• Assist with shipping and tracking equipment to remote users and troubleshooting any issues that arise during the process
• Stay up-to-date with emerging technologies and recommend solutions to enhance efficiency and effectiveness of IT systems
• Execute on individual defined project plans assigned

Requirements

What do you bring to the table?

• A Bachelor's degree in Information Technology or related field preferred
• Minimum of 2 years of experience in a Help Desk or technical support role
• Strong technical knowledge of Windows and Mac operating systems, Microsoft Office Suite, and other common business applications
• Experience with O365, Active Directory, Exchange, and networking protocols
• Willingness to learn new systems and troubleshoot difficult problems
• Strong command on English language and interpersonal skills
• Ability to work independently and as part of a team
• Ability to prioritize and manage multiple tasks and projects simultaneously
• Experience leading projects to completion
• Strong organizational skills

Preferred:

• Previous experience using PowerShell
• Certifications such as A+, Network+, and ITIL are a plus
• A degree in computer science, information technology, or related field is preferred, but not required
• M365 administration experience
• MDM experience managing devices, software, licenses, etc.
• Deep understanding of managing Mac devices in a M365 environment