Site Support Analyst I

This candidate will be part of a team responsible for providing onsite IT support services at client locations. Full-time technician with strong customer service skills, good tier II end user device support experience and a general knowledge of network/server platforms. Primary Duties and Responsibilities Serve as the primary point of contact for an assigned site. Work directly with Site Administrative Assistants to support Local Leadership needs. Installing and configuring Dell Hardware & peripherals. Image, upgrade pc/MacBook hardware through MDT, SCCM and Symantec Ghost. Performing data migrations using various tools such as OneDrive. Accurately track & document the installation and or removal of equipment in CMDB. Coordinate directly with end-user in setup of new device, shipping and return of old pc. Respond to post deployment application and hardware issues related to refresh. Experience with end-user virtual private network configuration (Pulse, AoVPN). Provide IT/AV conference support for onsite/offsite executive presentations, events, and meetings including wireless networking, telephony, projectors, speakers, clickers, and closed-network printer setups. Assist in employee On-boarding process, including equipment procurement & imaging. Utilize ticketing system to document service request and incidents. Escalate IT service and application operational issues to tier 3. MS Office 365 support knowledge, including Outlook Calendar and MS Teams support. Printer management including standard break/fix of hardware, software, and networking issues. Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure. Demonstrate ownership and manage executive incident resolution from end-to-end in a highly responsive manner.

Strong task management skills:

ability to prioritize, triage, resolve and escalate in an efficient and effective manner. Participate in weekly IT Site Support meeting. Participate in team projects that enhance the quality or efficiency of Service Desk delivery. Attend training and compliance sessions as required. Qualifications One or more years of experience in computer operations, or desktop support areas doing similar work as duties outlined above. CompTIA A+ Certification, MCSE, or other IT Certifications. Working knowledge of and experience with Windows10, Office365, Teams and SCCM. Experience with Inventory / Asset Tracking software. Ability to follow written IT policies and procedures. Strong communication and interpersonal skills. Strong organizational skills and a strong attention to detail.