New York, United States

Senior IT Support Analyst

At AKQA we believe in the imaginative application of art and science to create beautiful ideas, products and services. With an entrepreneurial and collaborative approach, we design adaptive digital services and applications that capture the imagination, delivering impressive returns for our clients. 

IT Support Analyst to contribute to the growing Information Technology team. This role demands excellent customer service and a willingness to think outside the box to solve problems and propose solutions. A successful candidate can troubleshoot software issues, install new software, train users, offer tips for increased productivity, automate workflow tasks and increase productivity and user satisfaction using technology, among other skills. Working independently and as part of the team, this role provides a platform to share your knowledge and to learn from other team members.

 

ROLE REQUIREMENTS

  • Desktop/laptop tech support, both PC and Mac - with a considerable focus on Mac OS
  • Utilize the ticketing system to respond to and prioritize requests for service in accordance with company SLA and procedures
  • Support IP phones, printers, wireless, VPN, etc.
  • Setup and support mobile devices including both Android and iPhone
  • Schedule and perform software/hardware upgrades, new installations, workspace moves, etc. in conjunction with Office Services
  • Perform and maintain software and hardware configuration across diverse platforms. Maintain repairs, spare parts, and components
  • Work with other departments, including Technology and Quality Assurance, to manage virtual machine libraries, configurations, and hardware for desktop and mobile development
  • Provide Audio/Video conference support for onsite/offsite presentations, events, and meetings
  • Implement new and improve upon existing support processes within the organization while contributing to various forms of documentation (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles)
  • Create, maintain, and grow knowledge resources, such as FAQ libraries and intranet sites
  • Research and troubleshoot problems using available tools, such as remote control
  • Facilitate documentation for inventory control, purchasing, receiving, and auditing
  • Monitor systems use to ensure compliance with company policies and procedures

 

QUALITIES AND CHARACTERISTICS

  • 2+ years of experience in enterprise IT support, supporting 100+ employees
  • 2+ years of experience troubleshooting Windows (7/8/10) & Mac OS X, Apple iOS and Android
  • Entrepreneurial, self-motivated and proactive spirit, with a desire to learn and grow
  • Able to uphold a positive attitude at all times, even under stressful conditions
  • Proven ability to handle challenging, rapid-response user support – with a capacity to balance, prioritize and organize multiple tasks
  • Innate understanding of urgency and the escalation of issues quickly when appropriate
  • Proven ability to resolve problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
  • Ability to troubleshoot in a timely manner ensuring clear and effective communication throughout the cycle of support, providing hands-on end-user assistance where required
  • Ability to provide engaging, informative, and well-organized evidential feedback where required
  • Able to lift 50 pounds and have full physical ability to move furniture and perform light maintenance as described above
  • Experience with Active Directory, Office 365, Teams and Adobe Creative Cloud
  • Experience with VMware and other virtualization technologies

 

AKQA is an Equal Opportunities Employer, we believe that diversity is vital to AKQA’s ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

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Senior IT Support Analyst — New York, New York

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