The IT Support Analyst will provide first and second line technical support to all staff members. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner. This is a primarily MAC user environment- candidate must be well versed in all things MAC Support.
Location: Washington DC -- On site 3 days per week
Shift Mon-Fri 9 AM-5 PM
Job Responsibilities
Respond to and resolve all IT support calls/emails for all locations.
Provide IT Support for all employees, in offices and working virtually.
Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
Support meeting room and video conference facilities, including systems like Teams and Zoom.
Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
Manage hardware asset inventory and equipment lifecycle.
Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
Work closely with other IT professionals and departments to understand and address their IT needs.
Minor travel occasionally required (less than 10%).
Experience Required
Minimum of 5 years of relevant experience.
Experience with JAMF: Experience with JAMF is a must- Managing machines through JAMF, upgrades and applications.
BA/BS degree in Information Technology, Computer Science, or related field is a plus.
Relevant technology certifications desirable.
Knowledge of workstation hardware (Windows 10/11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
Strong understanding of networking concepts and technologies.
Excellent documentation and process skills, and discretion in handling confidential information.
Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.