NANI is hiring a Support Analyst for our helpdesk department based out of Oak Brook, IL.

The Support Analyst is responsible for providing timely tier 1 and 2 technical assistance requests and support to NANI staff and our vendors. The Support Analyst will be utilized in many different capacities to ensure proper management of our multiple locations, networks, and systems. We strive to make sure our networks are secure and running optimally. The role of the Support Analyst is a fast paced, challenging, and rewarding position. The role requires a strong technical skill set along with excellent interpersonal skills.

Responsibilities

Technical

• Provide tier 1 and 2 company and end-user support remotely. Focused on resolving issues before they affect business operations. This includes utilizing tools such as LAPS, Microsoft Intune, ConnectWise Automate, Citrix, Screen Connect, and the Cisco Meraki Dashboard.
• Provide tier 1 networking assistance to staff and pro-actively assess health while performing daily functions. With Technologies like Windows server, VM Ware, SharePoint, Firewall basics, switching basics, PowerShell, Active Directory, Group policy configuration and cloud services such as Office 365, Azure AD, Intune, Autopilot and Carbon Black.
• Identifies, documents, and troubleshoots user computing issues to resolution and maintains a courteous and professional experience while assisting.
• Identifies user problems and works within a structured problem management and resolution process to process service desk tickets. Using systems such as IT Glue, Freshdesk, and ConnectWise Automate.
• Works with other staff and vendors to deliver effective support and management service.
• Assist with on-boarding new staff and business acquisitions.
• Install, Modify, and repair computer hardware and software.
• Run Diagnostic applications to identify and resolve problems.

Documentation and Reporting

• On-time documentation within Freshdesk ticketing system and our documentation KB IT Glue.
• Thorough documentation on problems, resolutions, and processes.
• Network and workflow changes and developments.
• New site and vendor onboardings.

General

• Participates in ongoing training.
• Develop and maintain relationships with staff and engineers that further develop our company’s positive culture.
• Follows a set standard for documentation on patching, network status, and activities.

What We Are Looking For

Computer Skills

• Server Administration
  • Experience with active directory management.
  • Creating users, resetting passwords, managing security groups.
  • DNS, DHCP, and Remote Desktop Services, and VMWare.
• Firewalls, Meraki switches, and other networking technologies.
• Microsoft 365
  • Intune
  • Projects
  • Office Suite
  • Microsoft Teams
  • SharePoint

Excellent remote support skills

• Strong written and verbal communication skills.

Certifications, Licenses, Registrations

• Microsoft Fundamentals and associate certifications
• CompTIA certifications such as A , Network , Security , etc.
• Cisco Meraki certifications

Other Skills and Abilities

• Able to work independently or as part of a team.
• Excellent technical writing ability

Valued Qualifications (Not Required)

• 3 or more years relevant experience as a: NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, etc.
• Experience as part of a Microsoft Partner organization
• Experience working for a managed service organization.

Benefits

• 10 days of PTO
• 401k match & Retirement plan
• Comprehensive Health, Disability, Dental and Vision Plans
• On-going training & development opportunities

Compensation and scheduling

• Job Type: Full-Time
• Education: Bachelors
• Paid time off.
• Schedule: Monday to Friday (nights and weekends for emergency)
• Location: In-house position
• Travel: Some travel possible. must have a valid driver’s license and reliable transportation.