Senior Support Analyst

Desktop Support, Windows, Apple, Mobile, MS Office 365, Exchange, Active Directory, Teams, Email
Full Time
Depends on Experience
Travel not required

Job Description

Senior Support Analyst     

                                                                                                                                                                      THIS IS AN ONSITE POSITION                                                                       

  1. Position summary

The primary goal of the Senior IT Support Analyst is the daily upkeep of the enterprise desktop environment, both Windows & Apple based in the US and Europe. This includes desktops, laptops, printers/copiers, IP phones, mobile devices (US only) and the installation of and access to all desktop software applications, on-premise and remote. Assists in managing the network infrastructure. Manages outsourced Website & Intranet software development team.

  1. Principal Responsibilities/Duties

 Microsoft 365:

  • Familiar with Admin Console for Microsoft 365 accounts and associated applications – Exchange, OneNote, OneDrive, SharePoint, Azure Active Directory, and Teams.
  • Email Support in Outlook

 Desktop Environment:

  • Install & troubleshoot software on user’s machines, locally & remote.
  • Research, purchase, and configure all desktops and laptops in a mixed Windows and Apple environment.
  • Purchase and support Mobile devices (iPhones)
  • Familiar with NTFS permission to create and maintain a secure file server environment.
  • Familiar with user credential management best practices for Active Directory, Microsoft 365, and Adobe Creative Cloud.
  • Manage all software and equipment licenses to ensure cost efficiency including but not limited to Office 365, Fox-It, Adobe.

Support Tasks:

  • Daily review with Tier 1 support technicians on all open help desk tickets. Particular attention paid to due dates, assignees, internal comments and the status of the repair or solution. 
  • Weekly review of help desk tickets with IT Manager.
  • Provide Tier 2 support for all help desk incidents, when required and requested by Tier 1 support.
  • Provide Tier 2 support by troubleshooting hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.

Process Control:

  • Manage On-Boarding and Off-Boarding process control documents.
  • Monitor daily scans and system logs along with weekly updates for anti-virus, and backups
  • Technical writing experience to create and maintain SOP’s. 
  • Familiar with creating and maintaining change control processes and documentation.
  • Manage a corporate wide equipment inventory for both the US and Europe. 

IT Projects: 

  • Work with Marketing & Branding department on all Website and Intranet initiatives and create documentation as it applies to development tasks. This includes new website product launches, new web pages, break-fix work on both platforms.
  • Manage IT projects as assigned by IT Manager, related to enhancing IT operations and maximizing productivity. Projects will be initiated, scheduled, documented and completed on time and making sure all audit evidence is compiled.


  • Manage telecommunication processes regarding the efficient use of employees’ mobile device and IP phone availability.
  • Accept added responsibility as deemed necessary by IT Manager
  1. Critical Challenges

 Understanding the Company’s structure is crucial.

Keeping up with the fast pace.

Being able to multi-task numerous helpdesk tickets at once.

Must know how to prioritize. The helpdesk system is built to aid with this process; however, self-prioritization is key.

Must be detail oriented. 

Must be dedicated to each and every task and willing to work the solution to complete satisfaction.

  1. Unique Knowledge & Skills
  • Windows & Apple desktop Operating Systems and general technical acumen required to perform the responsibilities listed above.
  • To be able to properly communicate with external vendors and translate back to the IT Manager.
  • Team Player – working as a team with various departments is crucial.

To be able to put together a presentation to the hiring manager on tickets that require additional work and possible ass

Dice Id : 10530199
Position Id : 7169957
Originally Posted : 2 months ago
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