Site Support Analyst

In this role, you will:

Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products
Support users in their use of printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology
Serve as a key representative of IT for projects and initiatives such as Office Moves, Real Estate Initiatives, and Hardware Refreshes, Major Software Roll Outs, Desktop Migrations, and Security Implementations and Compliance issues
Train and guide staff on hardware and software usage
Ensure patch compliance for PCs
Support of training and meeting room hardware as well as supporting users in scheduling and executing meetings and conference calls
Configure and build hardware; install and configure software based on user service requests
Document resolution to desktop issues, propose solutions to root cause problems
Maintain hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment
Interact with 3rd party vendors to drive and resolve specific technical problems
Manage new hire setups, including coordination and configuration of equipment
Assist with new hire orientations and onboard new users from a technology perspective
Document resolutions to desktop issues and propose solutions to root cause problems
Identify opportunities to improve, automate, or simplify processes or systems
Ensure standardization of End User Services to align the EUS catalogue of services globally

Qualifications
At least 3-5 years of experience in a technical support or related role
Strong understanding of PC hardware skills and an interest and eagerness in technology and support for end users
Microsoft Certified Desktop Support Technician certification a plus
Well versed in desktop tools including O365

Knowledge of Mac OS/Apple iOS
Experience setting up printers, monitors and IT cabling
Some experience with Active Directory beneficial
Ability to document processes and procedures
Superior customer service and interpersonal skills
Ability to effectively communicate about technology
Bachelor's degree in Information Technology, Computer Science, or a related discipline a plus
Certifications such as Microsoft Certified Solutions Associate (MSCA), Microsoft Certified IT Professional (MCITP), Microsoft Certified Professional (MCP), Cisco Certified Network Associate (CCNA), CompTIA Security+, ITIL Foundation (or higher) Certification, and/or (ICS)2 Certification a huge plus