Support Analyst

Description

• Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
• Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.
• Document all work completed into the appropriate call - tracking and incident management system.
• Assist in setup and imaging of new computers, as needed.
• Mentors and trains newly hired associates to ensure successful integration into the role.
• Support of all general Business Technology (Phones, Printers, VDI, Windows PC' s Etc.).
• Assist in IT asset tracking & management of computers and peripherals, and telephony equipment.
• Acts as a team leader in the absence of the manager by prioritizing critical issues, providing direction, and ensuring appropriate client support is delivered in a timely and effective manner.
• Plan, organize, and coordinate work to meet deadlines and accommodate rapidly changing priorities.
• Assist with deployment of software releases and PC Refresh roll-outs according to company' s IT Management best practices.
• Uses Knowledge Management database to locate solutions to issues.

Requirements

• The following professional certifications are desired: (MCP) Microsoft Certified Professional
• Required travel is less than 10%.
• Proven ability to learn new technologies quickly, while also achieving a high level of proficiency
• ITIL Foundations Course and/or Certification
• Must be comfortable with Executive/C-Level end user support, as needed.
• 1-3+ years of relevant professional industry or experience in systems support.
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
• Hands-on experience with a wide variety of software, hardware, and peripherals, including Microsoft 365.
• Standing, walking, twisting, and bending body mobility required to access a standard office environment.
• Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.
• Remains proficient on networks, operating systems, hardware, software, databases, browsers, and related products.
• Handles initial support requests. Must have strong Windows environment troubleshooting skills.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Strong customer service focus and detailed oriented individual.
• Ability to work independently or as a team member.
• Bachelor’s degree from a college or university with a major in Accounting, Computer Science, or a related field.
• Ability to lift 40 pounds.
• Highly effective written and verbal communication skills are required.
• Experience with property management and single-family housing environment/industry a plus.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance