IT Support Analyst

Job Title : IT Support Analyst

Organization : BrandEd

Department : Global IT

Reports to : Director of IT Service Management

Position Purpose

The IT Support Analyst will be part of the Global IT Service Management team, responsible for delivering quality IT support to all students, faculty, and staff across BrandEd. As a member of the team, they will be responsible for the maintenance and support of all IT systems, telephone systems, and Audio / Visual equipment throughout the New York campus.

Essential Duties and Responsibilities

Specific duties and responsibilities include the following, but the individual will also be expected to perform all the duties necessary which are customarily performed by a person holding this position. Other duties may be assigned.

The IT Support Analyst will answer, evaluate, prioritize, and resolve incoming telephone, voicemail, e-mail, in-person, and Service Desk System requests for assistance from end users in the organization. This includes troubleshooting and resolving issues related to standard enterprise software applications and various custom web applications, desktop hardware, and network edge infrastructure components. In addition to the tasks and activities listed below this person will be expected to assist with various IT projects as directed.

End-User Support

Provide technical support for the organization; diagnose technical problems; research, identify and document appropriate solutions; organize and prioritize technical support cases and follow-up on outstanding cases until resolved.

Infrastructure Support

Provide technical support for LAN and WIFI devices. Analyse, troubleshoot, evaluate, and resolve computer network problems. Performing file backups on the network. Participate in scheduled maintenance windows.

Support Case Management

Maintain and track all support issues and calls within the Support management system; maintain contact and follows-up with employees to ensure quality level of support; interact with users in non-technical, clear terms; adhere to and enforce organization policies, rules, and regulations relating to technology use.

User Account / Password Maintenance

Creates, maintain, and coordinate user account information and passwords for various IT systems. Assist with setup of new user accounts / email in a Microsoft Windows Active Directory / Office 365 environment. Maintain student and alumni email address and distribution lists.

Device Support

Provide support and assistance for the relocation, installation, and setup of computers, end-user unified communications systems, Teams telephones, Mobile Devices and various peripheral equipment including classroom audio / video equipment. Perform diagnostics on computers, software applications, and related equipment. Provision, reimage, and test new and reallocated computers, laptops, and other equipment as directed.

Student support

Provide support to BrandEd students - assistance with, access to and use of all school systems.

CIG user support

Provide support to CIG staff and prioritize accordingly.

Flexible working

Expectation to support after hours and weekend events as required. Multi-site support including local travel and the ability to respond at short notice.

Vendor management

Coordinate with various vendors to maintain working environment. Order new equipment as needed.

Knowledge and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill and ability required. Under the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A thorough understanding and knowledge of commonly used concepts, practices, and procedures within the IT field.

A thorough understanding of and professional experience troubleshooting Web Applications and Technology.

Thorough knowledge of both PC and MAC Hardware / Software configuration.

Advanced Knowledge of Microsoft Office 365, Adobe Suite, and other standard business productivity software suites.

Basic knowledge of Windows Server 2012 and above.

Knowledge of working in PowerShell

Knowledge of audio-visual systems (projectors, sound systems) is required.

Knowledge of academic environments is strongly desired.

Ability to install and configure Windows 10 and MAC OSX workstations and software packages.

Ability to troubleshoot LAN clients.

Strong interpersonal skills.

Strong organizational and problem-solving skills.

Demonstrate professionalism and diplomacy in interpersonal relationships.

Support and embrace diversity and inclusiveness.

Regular weekday (Monday-Friday) attendance / availability is required during core business hours.

Ability to work weekends and after hours.

Ability to manage multiple priorities and projects.

Ability to be present in the office, as requested.

Ability to travel between offices locally and nationally.

Ability to work independently and as part of a team.

Ability to proceed with objectives under limited supervision.

Education, Work Experience and / or Licensure

US Citizenship or Permanent Residence Status required.

4-year college Degree in Computer Science / Related field preferred or equivalent job experience

At least 2 years of experience in IT Support required.

Experience with SharePoint / Teams or Other similar content management / collaboration platform.

Experience providing top quality cross platform end-user support and training.

Experience using TeamDynamix or similar service desk / support management system.

At least one Microsoft (MCP), Apple, or other industry standard certification in a Windows / Mac operating system is desirable.

Language Skills

Excellent verbal and written communication skills

Excellent command of the English language

Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of his / her job. Under the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to sit, stand, walk, travel up and down stairs, crouch, climb ladder, stoop, and reach.

Ability to lift up to 25lbs.

Work Environment

The work environment characteristics listed here are representative of those an employee encounters while performing the essential functions of the job. Under the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions :

Basic office environment

Classroom / academic environment

Online learning environment

Ability to adapt to new campuses and their infrastructure.

The above statements are intended to describe the general nature and level of work being performed by an individual assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. BrandEd reserves the right to modify this job description in its sole discretion.

BrandEd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.