IT Support Analyst
The IT Support Analyst is responsible for delivering advanced end-user and organizational support. By partnering with end-users and technology groups, the Analyst ensures all incidents are reviewed, resolved, and reported back within the promised SLAs. The Support Analyst is also responsible for obtaining and disseminating advanced knowledge of internal systems and procedures relating to security, applications, hardware and infrastructure.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Actively monitors incoming support calls and ticket queues, and ensures that all tickets are handled in accordance with our service delivery standards. Escalates tickets proactively to process or system owners and management where necessary. Communicates or follows up with other IT groups (IT Applications, IT Infrastructure, IT Security) to resolve issues & get information. Escalates issues as needed to management.
- Displays the characteristics of being a member of a high quality service organization: reliable; responsive; competent; accessible; professional; desire to continuously improve. Delivers timely communication; understands the needs of our users and provides tangible results from our service activities.
- Responsible for documenting and communicating current issues to team members and management. Contributes to the team’s documentation regularly and provides training and resource documentation on relevant systems, processes and technology.
- Troubleshoots and resolves IT issues via phone, web, and in-person channels. Communicates regularly with users to ensure that they understand how to access and request various IT services.
- Maintains and demonstrates strong technical expertise in key technologies. This includes areas such as: Windows OS, browsers, voice and data networking, remote access, video conferencing, G-Suite and VPN’s at minimum.. Maintains familiarity with current and emerging technology trends in mobile, desktop OS, etc.
- Demonstrates initiative in recommending enhancements and improvements to the IT infrastructure. Responsible for providing high quality, consistent service levels to our employees and customers. Partner with IT and business units to discuss the impact of incidents on products and services.
- Obtains subject matter expert level understanding of multiple mission critical technology systems and business processes.
- Assists in the operational responsibilities of the IT department Helps ensure day-to-day functioning of systems, networks and associated devices with minimal supervision.
- Mentors and encourages other team members while supporting their efforts. Ability to effectively train colleagues on systems, process and workflow. .
- Can comfortably interface with vendors with respect to account relationships and support.
- Demonstrates a high degree of skill and tact in the areas of teamwork and interpersonal skills , including highly effective oral, and written communication skills. Self-starter and exhibit exceptional teamwork mentality.
KNOWLEDGE AND EDUCATION:
Must have demonstrated knowledge in some of the following technologies:
Microsoft Active Directory
Windows 10, Windows 11
Windows Server Operating Systems
Mac OS
Active Directory
Microsoft 365
Google Workspace
Jamf
Endpoint Central
Smart Depoly
Citrix XenApp
Citrix XenDesktop
LAN and Wi-Fi Networks
Windows File Server
Windows Print Server
Hard Drive Encryption software
Bachelor's degree in computer science or a related field with a minimum of 2 years relevant work experience; or equivalent combination of education, training/certifications and experience.
EEO Statement:
At Boston Globe Media, our mission is to empower, connect, and convene our communities with independent, trusted journalism and storytelling. We know a critical part to achieve this is by having a workforce that is diverse, equitable, and inclusive - like the communities we serve. Boston Globe Media is an equal opportunity employer that welcomes candidates and colleagues of all backgrounds, experiences, perspectives, and skills.