IT Support Analyst
2 semanas atrás
Job Description:
Overview:
Heidrick & Struggles is seeking a skilled IT Service Delivery Analyst to join our team. As a trusted partner to our clients, we provide integrated talent and human capital solutions to help them achieve their goals.
The Role:
The IT Service Delivery Analyst will serve as the primary escalation point for technical issues, providing in-person and remote support to our users. This role requires a strong technical background, excellent communication skills, and the ability to work effectively in a fast-paced environment.
Key Responsibilities:
- Provide technical support to users, troubleshooting and resolving issues with hardware and software.
- Document all interactions, updates, and resolution accurately in our ticketing system.
- Develop specialized expertise based on the needs of the company, creating and maintaining clear process documentation.
- Manage local and regional office IT support, including moves and changes, to ensure smooth operations.
- Support onboarding activities related to mergers and acquisitions, ensuring seamless integration into existing systems.
- Handle escalations from Helpdesk and requests from other IT Service Delivery Analysts and internal IT staff.
- Act as a liaison between the end-users and the engineering and infrastructure teams, ensuring that the user experience remains a priority.
- Assist in deploying, configuring, and maintaining IT assets and applications, including performing software installations, upgrades, and patches.
- Participate in IT projects, such as hardware rollouts, software deployments, and office relocations.
- Keep track of project progress and communicate updates to key stakeholders in a timely manner.
- Ensure adherence to IT policies, procedures, and security standards.
Requirements:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- 3+ years of experience in IT support, with at least 2 years in a Level 2 or similar role.
- Strong technical skills in troubleshooting and supporting Windows and macOS operating systems.
- Experience with Active Directory, Microsoft 365, Cloud technologies, VPN, and remote access tools.
Preferred Qualifications:
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.
- Engages in internal networking to enhance IT support and service delivery.
- Takes ownership of tasks, ensuring timely completion.
- Learns new skills and tools to improve support efficiency.
Heidrick & Struggles is an equal opportunity employer committed to hiring qualified protected veterans and individuals with disabilities.
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