Our client is seeking an Analyst onsite in Atlanta, GA to help provide technical leadership and executive support for our End User Services Team. The position will be a technical escalation point for all end user-impacting issues. Provides operational leadership and technical support to the team and end users. Offers technical and operational feedback and recommendations to management. Works support tickets during times of high volume. Participates as lead and subject matter expert in IT projects.
RESPONSIBILITIES MAY INCLUDE BUT ARE NOT LIMITED TO:
-Identify and develop automation opportunities
-Executive Support to VIP staff
-Serve as an escalation point for all L1/L2 issues
-Evaluate, test, and architect future solutions
-Create technical documents and maintain knowledge base
-Conduct training on new technology and processes
-Ownership of end user issues and requests
-Investigate system problems and provide solutions
-Apply ITIL principles toward the goal of continuous improvement
-Provide support in person and by remotely, including software, hardware, printers, peripherals, audio visual, wired and wireless network troubleshooting.
-Troubleshoot, image, configure and deploy Windows and Apple workstations and laptops.
-Configure and troubleshoot applications and equipment such as O365, Active Directory, DNS, VMs, VoIP phones, Remote Desktop services, iPhone and Android based cellphones and mobile devices.
-Provide training and education for end users, including security best practices.
-Maintain inventory tracking for hardware and software.
-Document processes, activities, and system requirements.
-Participate in projects, tasks and responsibilities including emergencies and routine after-hours on-call rotation.
-Identify, analyze and provide preventative solutions for problematic trends.
-Lift and carry computer equipment weighing up to 50 pounds and move equipment under desks.
-6 years in end user support with increasing responsibilities and scope
-2 years as a technical lead
-Experience using and troubleshooting end-user systems, hardware & software (Windows 10, Microsoft Office 365, Printers, laptops/desktops, Phone Systems, etc)
-Experience using or administering tools including InTune/AutoPilot, JAMF, RDP, SplashTop, ZScaler
-Experience supporting networked drives, UNC paths and folder/file permissions.
-Experience installing and configuring printers locally and via Microsoft Print Management.
-Basic networking knowledge (TCP/IP) related to end user devices such as computers, printers, phones, etc.
-Experience with performance tuning and optimization, using native monitoring and troubleshooting tools.
-Experience with backups, restores and recovery models
-Experience supporting DaaS technologies
-Experience working with Windows server, including Active Directory
-Analysis and logical thinking ability
-Microsoft or CompTIA certifications a plus.
-Ability to handle complex calls by analyzing problems and skillfully interacting with co-workers, managers and Executives.
-Detailed and thorough when creating and maintaining documentation.
-Ability to work in a rapidly changing environment
-Ability to multi-task and context-switch effectively between different activities and teams
-Experience supporting Ivanti