What are the responsibilities and job description for the Support Analyst position at GFI Digital?
The Support Analyst provides a high level of customer service through implementing, maintaining, resolving technical issues, supporting and optimizing all customer workstation and server hardware, software and network equipment and connectivity. Must be customer service orientated, have effective verbal and communication and provide proactive work on behalf of our clients.
- Serve as first point of contact from customers seeking technical assistance over the phone and ticketing system.
- Perform remote troubleshooting (I.E. Password Resets, New User/Workstation Setups, Desktop Issues)
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Windows workstations and servers
- Anti-virus/malware software and remediation
- Email systems and SPAM filtering
- Network switches, firewalls and access points
- Backup systems and data recovery
- Administer and maintain end user accounts, permissions and access rights
- Provide third party vendor management assistance
- Produce accurate documentation related to client environments and issue resolution
- Ensure that Service Level Agreements are met for all customers
- Setup, deploy and replace Windows desktops and laptops
- Setup and install Windows operating systems, Microsoft Office Suite, and other Windows applications
- Strong documentation skills
- Keen attention to detail
- Ability to absorb and retain information quickly
- Highly self-motivated
- Install network equipment such as switches, firewalls and/or wireless access points
- Work with a mentor to help develop skillset and GFI values
Soft Skills
- Precise attention to detail, high level of organization
- Excellent communication and interpersonal skills
- Highly self-motivated and directed
- Proven analytical and problem solving abilities
- Solutions focused
- Ability to multi-task and organize and prioritize deadlines accordingly
- Able to meet deadlines and follow clear instructions
- Exhibit professional appearance and demeanor at all times
- 1-2 years hands on experience deploying, supporting and troubleshooting hardware, Windows OS and Windows Applications
- Working knowledge of Windows Servers and Networking hardware protocols
Preferred
- College Diploma or Degree in Computer Science
- Experience working with third party vendors
- Microsoft, CompTIA, Cisco and other Certifications
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Paid time off immediately available upon hire
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Referral program
- Vision insurance
- Hybrid Work Schedule
