IT Support Analyst

Reit Tv; Columbia (MD); On-site; USD 38,500 - 77,500; Full time

Job summary

Reit Tv is seeking an IT Support specialist to provide Tier I/II desktop and application support to end users. You will monitor the ticketing system, document and resolve issues, image and configure workstations, and assist with onboarding and offboarding of employees, temps, contractors, and consultants.

You will also help administer Active Directory accounts and related services. The role includes maintaining asset records, assisting with PC moves, and contributing to knowledge resources for

Qualifications

• Bachelor’s degree in Computer Science, Engineering or related discipline or equivalent combination of education and experience.
• A+ and Network+ certifications or equivalent.
• One year of related work experience providing Tier I/II desktop application, operating system support and customer service.
• Experience with Active Directory and Microsoft Exchange environment preferred.
• Experience with IT Management tools such as ServiceNow, Quest Kace, Meraki, End Point Manager, MS 365 Admin.

Responsibilities

• Monitor help desk ticketing system to document, assign and resolve end user problems.
• Follow up with customers to ensure resolutions have been implemented.
• Image, configure, and deliver workstations for new users and upgrades.
• Onboard and offboard employees, temps, contractors, and consultants.
• Maintain inventory/asset records and assist with domain/account administration.
• Provide knowledge resources and self-help guidance to users.

Skills

Customer service

Troubleshooting

Time management

Prioritization

Communication

Problem solving

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Quest Kace

Meraki

End Point Manager

MS 365 Admin

Active Directory

Microsoft Exchange

Job description

Provide Tier I/II desktop operating systems and application support to end user base. Monitor help desk phone, email, and support ticketing system to receive, record and resolve issues. Identify the need for and contribute to the creation of knowledge articles for internal and customer reference. Onboard and Off board employees, temps, contractors, and consultants. Assist with the administration of all account-based network services, including Active Directory domain end user, device and policy management, email and instant messaging, IP telephony and messaging and application-specific administrative functions. Responsible for the IT Asset Management program for the organization.

ESSENTIAL FUNCTIONS

• IT Support -
• ---Monitor ticketing system to document, assign and resolve end user technical problems.
• ---Follow-up with customers to ensure appropriate resolutions have been implemented.
• ---Identify, image, configure, customize, assign and deliver workstations for new users, current user equipment upgrades and current user PC re-images.
• ---Conduct new user orientation as appropriate.
• ---Retrieve, re-image and store PC equipment from separating employees, temps, contractors and consultants.
• ---Maintain PC image library.
• ---Perform all PC workstation, peripherals and IT phone moves for employee, temp, contractor, and consultant physical moves.
• ---Setup laptops and projectors for conference room meetings in HQ.
• Documentation and Administration -
• ---Responsible for maintaining inventory records/asset management, monitoring repairs and procuring IT-authorized hardware and software.
• ---Assists in administering Active Directory domain accounts as required.
• ---On board and Off board users by assisting in the creation and suspension of all relevant domain, email, VOIP phone and application accounts as necessary.
• ---Create, update, and solicit documentation from team members to ensure appropriate knowledge of systems and applications is available.
• ---As a knowledge center contributor, introduce efficiencies to support processes and provide customers with self-help resources, as appropriate.

SECONDARY RESPONSIBILITIES

• Collaborate with staff in all areas of IT
• Perform other job-related duties as assigned.

QUALIFICATIONS

Education - Bachelor’s in Computer Science, Engineering or related discipline or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired. Further Training - A+ and Network+ certifications or equivalent Professional Experience -

• One year of related work experience providing Tier I and Tier II desktop application, operating system support and customer service.
• One year experience in an Active Directory and Microsoft Exchange environment preferred.
• Experience with IT Management tools; Service Now, Quest Kace, Meraki, End Point Manager, MS 365 Admin.

Computer Skills -

• Network and desktop knowledge and experience including experience with any of the following:
• ---Client Server: Windows 2016/2019/2022
• ---Client Hardware: Workstations, Laptops, Tablets, Apple iOS Devices
• ---Systems Management: MDM Software (Meraki/End Point Manager)
• Network: Strong TCP/IP knowledge, including experience with firewall configuration.

Mobility - N/A Other Requirements -

• Excellent communication and customer service skills.
• Demonstrated ability to prioritize and problem solve.
• Strong time management and sense of urgency.
• Troubleshooting skills to resolve issues.

Pay Range

$38,500 - $77,500 CDP proudly offers to all employees working a minimum of 30 hours per week market-leading health benefits including medical, dental, vision and prescription, etc.