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Role: IT Support Analyst / ServiceDesk Professional
Location: Onsite (Warren,NJ)
Summary/Job Purpose:
Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations.
POSITION GENERAL DUTIES AND TASKS :
Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Diploma/Degree & Experience
Experience in setup, administration and support of the following technologies:
Experience in the following system and skills:
Role: IT Support Analyst / ServiceDesk Professional
Location: Onsite (Warren,NJ)
Summary/Job Purpose:
Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations.
POSITION GENERAL DUTIES AND TASKS :
Responsibilities:
- Independently troubleshoot hardware and software for end users.
- Adhere to established ITSM and other technology policies and processes.
- Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations.
- Prepare and review technical documentation for knowledge articles as required.
- Ensure compliance of application turnover documents before production.
- Resolve support tickets with minimum escalation.
- Assist in resolving infrastructure and application issues.
- Install and maintain infrastructure and desktop applications.
- Update routines for new products or methods.
- Maintain runtime performance and availability.
- Present performance metrics to the management team.
- Manage multiple tasks concurrently.
- Handle C-Level matters with discretion.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Problem Solving - Identifies root causes and resolves problems in a timely manner.
- Teamwork - Balances team and individual responsibilities.
- Judgement - Makes timely and sound decisions.
- Planning/Organizing - Prioritizes and plans work activities.
- Quality - Demonstrates accuracy and thoroughness.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.
- Innovation - Employs original thinking and creativity
- Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication
Diploma/Degree & Experience
- Bachelor''s degree (B. A / B.Sc.) from four-year college or university
- 8 years hands on experience in IT Service Desk and Field Support environments.
- Excellent verbal, written, and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels.
- Extensive experience maintaining and troubleshooting Windows PCs and environment
Experience in setup, administration and support of the following technologies:
- Azure Portal (Azure VD, Entra ID)
- Intune, including Company Portal
- M365/Exchange Admin Center
- Microsoft Teams Admin Center
- Active Directory
- Powershell
- Automation
- Endpoint Central
- Microsoft Windows 11
Experience in the following system and skills:
- MS Teams Conference AV system
- Mobile devices (iPhone/iPad)
- CyberArk Endpoint Privilege Manager
- CyberArk Privileged Access Management
- GPO
- DHCP
- DNS
- Zscaler
- Okta
- Bitlocker
- Japanese language proficiency is not required but a plus