Information Technology Support Analyst

Required Skills & Experience3+ years of experience working to deliver advanced end-user and organizational supportExperience supporting Windows (Windows 10 and 11) and Mac Operating SystemsExperience working with JAMFKnowledge of Citrix XenApp and Citrix XenDesktopAbility to support Active DirectoryNice to Have Skills & ExperienceBachelor's degree in computer science or a related fieldRelevant trainings/certifications Knowledge of: Microsoft 365, Google Workspace, Endpoint Central, Smart Deploy, LAN and Wi-Fi Networks, Windows File Server, Windows Print Server, Hard Drive Encryption softwareJob DescriptionInsight Global is seeking a IT Support Analyst to join the team for a news media client in Boston, MA. This person will be 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.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. Compensation for this role is $65k-70k per year. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law