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