Role name: IT Support Analyst / ServiceDesk Professional
Work site: Warren, NJ, USA (Hybrid Role)
Contract
Description
Summary/Job Purpose:
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:
• Independently troubleshoot hardware and software for end users.
• Adhere to established ITSM and other technology policies and processes.
• Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations.
• Prepare and review technical documentation for knowledge articles as required.
• Ensure compliance of application turnover documents before production.
• Resolve support tickets with minimum escalation.
• Assist in resolving infrastructure and application issues.
• Install and maintain infrastructure and desktop applications.
• Update routines for new products or methods.
• Maintain runtime performance and availability.
• Present performance metrics to the management team.
• Manage multiple tasks concurrently.
• Handle C-Level matters with discretion.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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
• Bachelor's degree (B. A / B.Sc.) 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