Support Specialist

Job Description

W-2 Candidate only!!

The Support Analyst (System Administrator) - Contractor works as part of a small, dynamic IT team. The incumbent will provide system administration duties and use scripting languages to troubleshoot user systems. The incumbent will also provide day-to-day local / remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT support team.

KEY RESPONSIBILITIES

• Administers a variety of user systems with a focus on monitoring / optimizing performance, ensuring good preventive maintenance, minimizing downtime, and providing robust backup systems and procedures to ensure data retention.
• Troubleshoot or enhance current automated systems by working with users to identify issues and then drawing on a knowledge of scripting languages (e.g., PowerShell, VBS, Python, etc.) to initiate corrective actions.
• Provides Help Desk and related support to NJ and Boston offices, remote sales staff and contractors :
• Supports Microsoft Exchange (Office 365), and numerous other business and sales-specific programs (e.g., CRM, Salesforce (Veeva), etc.)
• Administers MDM & Asset Management solutions (e.g. Intune, NinjaOne, etc.)
• Troubleshoot issues as they relate to VPN, Wireless, LAN, Storage, etc.
• Understands business concepts and processes to effectively support the business team with mediating new and existing business and technical challenges.
• Conducts Periodic Performance Analysis and optimize the overall Backup environment.
• Good working knowledge of SharePoint (e.g. Document Library file access permission)
• Take cases through the Helpdesk ticketing system. Handles escalated to level 2 and 3 cases but also handles level 1 cases as needed to ensure excellent customer service.
• Analyzes and solves all problems relating to : PCs, laptops, printers, iPhones, iPads, cabling, etc.
• Installs PCs, printers and IT related accessories.
• Supports VPN connectivity.
• Troubleshoot print queues.
• Supports new user account / email setup and departing user account retirement
• Demonstrates exemplary internal customer service and teambuilding :
• Builds and maintains strong working relationships with internal business unit’s leadership and throughout the company.
• Supports users on PC operations and standard applications.