Tech Support Analyst

A non-profit in New York City is looking for a Tech Support Analyst to join their growing team.

Responsibilities:

• Provide exceptional customer service in-person, via phone and email as appropriate


• Resolve help desk issues, including troubleshooting hardware and software issues


• Open, track, document, escalate, resolve, and close each problem/inquiry/request in our service management system


• Collaborate with other technical team members to provide excellent service to the user community


• Walk users through steps to help them resolve their technical problems


• Additional relevant tasks, as needed
  

Qualifications:

• Bachelor's degree in a related field


• 2 years of hands-on experience in an end-user desktop support role


• Strong customer service orientation with a helpful, solution-focused mindset


• Expert knowledge supporting Microsoft Windows 10, Active Directory, and Microsoft Office 365 applications


• Basic understanding of networking fundamentals (e.g., IP addressing, DNS, VPN troubleshooting)


• Solid experience with imaging, provisioning, and on-boarding devices in an enterprise environment using tools such as SCCM and Microsoft Intune


• Experience enrolling and managing Android and Apple devices through mobile device management (MDM) solutions


• Working knowledge of Google Workspace and other SaaS applications such as Jira and Slack, preferred


• Experience using ticketing systems (e.g., Jira) to track, prioritize, and resolve support requests


• Proficient in using remote support tools (e.g., BeyondTrust) to troubleshoot and resolve end-user issues


• Experience supporting and troubleshooting Dell hardware, including laptops, desktops, and docking stations


• Excellent communication and documentation skills, with the ability to clearly convey technical information to both technical and non-technical audiences;


• Willing and able to travel to multiple sites across New York City and New Jersey as needed


• CompTIA A Certification is a plus