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IT Support Analyst
Full Time 6 Months Ago
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Boston Globe Media Partners is Hiring an IT Support Analyst Near Boston, MA

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.

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 VPNs 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 exhibits exceptional teamwork mentality. 

Qualifications:

  • 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.
  • Must have demonstrated knowledge in some of the following technologies: 
    • Windows 7, Windows 10
    • Windows Server Operating Systems
    • Mac OS X
    • Active Directory
    • Microsoft Office 365
    • Google G Suite
    • Jamf
    • Desktop Central
    • Smart Deploy
    • Citrix XenApp
    • Citrix XenDesktop
    • LAN and Wi-Fi Networks
    • Windows File Server
    • Windows Print Server
    • Hard Drive Encryption software
  • A willingness to adapt and be audience focused, with a curious mindset and a commitment to creating an inclusive work environment 

Vaccination Statement:

We require that all BGMP employees (including temporary employees, co-ops, interns, and independent contractors) be vaccinated from COVID-19, unless an exemption from this policy has been granted as an accommodation or otherwise. All BGMP employees, regardless of vaccination status or work location, must provide proof of vaccination status as instructed by the employee's designated Human Resources contact. Employees may request a reasonable accommodation or other exemption from this policy by contacting their designated Human Resources contact. Failure to comply with or enforce any part of this policy, or misrepresentation of compliance with this policy, may result in discipline, up to and including termination of employment, subject to reasonable accommodation and other requirements of applicable federal, state, and local law.

EEO Statement:

Boston Globe Media Partners is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, disability, national origin, ancestry, genetic information, military or veteran status, pregnancy or pregnancy-related condition or any other protected characteristic. Boston Globe Media Partners is committed to diversity in its most inclusive sense.

Job Summary

JOB TYPE

Full Time

POST DATE

09/21/2022

EXPIRATION DATE

12/12/2022

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The following is the career advancement route for IT Support Analyst positions, which can be used as a reference in future career path planning. As an IT Support Analyst, it can be promoted into senior positions as a Technical Support Analyst II that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Support Analyst. You can explore the career advancement for an IT Support Analyst below and select your interested title to get hiring information.

JPMC Candidate Experience page
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If you are interested in becoming an IT Support Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become an IT Support Analyst for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on IT Support Analyst job description and responsibilities

The IT support analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.

04/07/2022: Burlington, VT

IT support analyst often communicate directly with consumers.

04/17/2022: York, PA

This position provides analysis and problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems.

01/21/2022: Boise, ID

IT support analyst perform analysis of root causes.

03/07/2022: Canton, OH

troubleshooting hardware and software issues.

03/20/2022: San Jose, CA

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on IT Support Analyst jobs

A IT support analyst should be able to work calmly when under pressure.

03/01/2022: Louisville, KY

A IT support analyst should provide enterprise-level support to customers.

04/01/2022: Springfield, MO

Name variables and functions using clear and relevant names.

02/27/2022: Waterloo, IA

Re-use common functions to save time.

03/05/2022: New Britain, CT

Set a time limit to complete a task.

01/21/2022: Salem, OR

Step 3: View the best colleges and universities for IT Support Analyst.

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