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Technical Support Analyst

New York City, NY
Description:
Provides first level technical support at various levels of expertise and responsibility. Includes support of Home Office and remote workers, password support, software, applications and network. Provides analysis and research needed to resolve the issues presented to the Service Desk.
 
Requirements:
  • A fast learner and self-starter - you'll work with colleagues who are incredibly talented, always willing to share knowledge, and a helping hand. Your willingness to take ownership of the outlined goals and make things happen is imperative
  • An empowered collaborator - you contribute ideas, initiative to your work with minimal supervision, and actively interact with team members whether near or far
  • A skilled communicator - you quickly elicit feedback, translate requirements, and troubleshoot issues with colleagues at all levels and from a wide variety of backgrounds
  • Assist in supporting a number of hardware/software products by answering questions, troubleshooting problems, and teaching or instructing end-users on application usage
  • Help maintain our motto of "Effortless Customer Experience" using superior customer service skills
  • Support a variety of Platforms including Mac, Windows, iOS, and Android
  • Help develop and maintain end-user FAQ's and help guides
  • Help maintain our inventory of various hardware needs
  • Respond to and resolve end-user service tickets
  • Assist with various IT projects as needed
 
Nice to have:
  • Experience with JAMF
  • Experience with support ticketing software: Cherwell, JIRA, ZenDesk
  • Intermediate level or proficiency using Mac and basic troubleshooting skills
  • Basic network troubleshooting skills
  • Audio/Visual conference room experience using Skype and Creston systems
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