IT Support Analyst

SCS Global Services; Emeryville (CA); Remote; USD 75,000 - 80,000; Full time

Job summary

SCS Global Services is seeking a seasoned Support Analyst to provide Level 1/2 IT support for enterprise desktop and web platforms, including Microsoft 365, in a remote work setup. You will collaborate with the IT Operations team to enhance user experience and productivity.

Ideal candidates bring 5+ years in tech support, strong Windows and AD expertise, and the ability to explain complex concepts to non-technical users while maintaining documentation and high customer satisfaction.

Qualifications

• 5+ years of professional experience in a technology helpdesk or support role.
• Expert level understanding of Windows operating systems.
• Proficient diagnosing issues across hardware, software and networks.
• Strong communication, customer service, and documentation skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with ITSM platforms and remote administration tools.

Responsibilities

• Serve as primary contact to resolve technical issues.
• Provide level 1/2 IT support for a broad range of systems.
• Onboard and orient new users to IT systems.
• Oversee 3rd party IT services and vendors.
• Collaborate with IT Operations to improve processes and documentation.
• Manage user accounts and access provisioning.
• Monitor monthly metrics to identify improvement areas.
• Create knowledge base articles and maintain procedures.
• Support and maintain Microsoft 365, SharePoint, Teams, and related apps.

Skills

Strong communication

Customer-focused

Explain technical concepts

Organization & prioritization

Team collaboration

Education

Relevant certifications: A+/Network+, MSDST, MCTS, ITIL

Tools

Windows OS

Active Directory/Azure AD

Office 365 administration

MEM/Intune

Autopilot

SharePoint/OneDrive/Teams

Citrix ShareFile

Salesforce

PowerShell

ITSM (Fresh Service)

Job description

Career Opportunities with SCS Global Services

A great place to work.

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Company Overview

SCS Global Services is a pioneer and leader in the field of sustainability standards and third-party certification, working across the economy in the natural resources, built environment, food and agriculture, consumer products, and climate sectors for over 40 years. As a Benefit Corporation, we are committed to socially and environmentally responsible business practices, and through the application of sound science, we are driving positive change.

Job Overview

The Support Analyst is responsible for supporting SCS users with enterprise desktop and web platforms, including Microsoft Office 365, FreshWorks, targeted 3rd Party tools, and proprietary in-house apps. The Support Analyst role requires developing super-user expertise in multiple products to provide technical Level 1/2 support as needed. In addition, as the Support Analyst you will be working closely with the other IT team members to identify opportunities for ongoing system and process improvements to enhance user experience and business productivity.

Essential Duties and Responsibilities

• Serve as the primary point of contact for resolving technical issues
• Provide timely level 1/2 IT support for a broad range of systems used by the business
• Perform onboarding and IT orientation for new users
• Work closely with and provide oversight for any 3rd party IT services
• Collaborate with cross-functional teams to address issues, ensuring timely resolutions
• Address support tickets in a timely and effective manner, keeping the user informed on progress and verifying issues are resolved
• Interact with users professionally and empathetically, maintaining a high level of customer satisfaction
• Communicate technical concepts to non-technical individuals, ensuring clear understanding
• Develop strong user relationships, proactively identifying areas for improvement and providing recommendations
• Review monthly metrics to determine areas in need of improvement
• Collaborate with other members of the IT Operations team to maintain documentation, create knowledge base articles, and ensure compliance with established procedures
• Administer user accounts as needed to provided necessary systems access
• Procure and track technology hardware and software requests and maintain appropriate inventory levels to prevent shortages and/or unnecessary purchases
• Understand interactions among internal and external systems identify opportunities for improvements
• Collaborate and consult with technical colleagues to resolve systems support issues
• Other tasks as duties as assigned

Minimum Qualifications

• 5+ years of professional experience within the technology sector as a helpdesk, service desk, or support specialist
• Expert level understanding of Windows operating systems and the ability to troubleshoot end user issues
• Proficiency in diagnosing and resolving technical issues across hardware, software, and network components
• Excellent communication and interpersonal skills, with the ability to work with customers, management, and technical teams
• Ability to explain technical concepts clearly and concisely to both technical and non-technical users
• Ability to empathize with end users to understand their perspectives and concerns.
• Excellent organization, prioritization, technical, and problem-solving skills
• Initiative, good judgment, and ability to work independently and collaboratively under pressure in a dynamic environment
• Proficiency with Microsoft Active Directory/Azure Active Directory in a hybrid cloud environment
• Microsoft Office 365 administration, Microsoft Endpoint Manager/Intune (MEM), Microsoft Autopilot
• Ability to effectively support users of the following applications: Microsoft Office 365, Adobe Cloud, Citrix ShareFile, Sales Force, SharePoint, OneDrive, Microsoft Teams
• Experience with TeamViewer Tensor as a remote access and administration tool
• PowerShell experience is a plus
• Experience working in an IT Service Management (ITSM) platform (Incidents/Knowledge Base/Asset management/Change Management), Fresh Service experience is a plus
• Relevant certifications (e.g., A+/Network+, Microsoft Certified Desktop Support Technician (MSDST), Microsoft Certified Technology Specialist (MCTS), ITIL are a plus

The above description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Additional duties outside of normal responsibilities may be required from time to time as assigned.

Working Remotely

At this time, SCS Global Services is recruiting all open roles to be remote; allowing our employees the ability to work flexibly and allowing SCS as a company to diversify the experience and perspectives of our growing workforce. This role will be based out of your home office.

Estimated Annual Salary

$75,000.00- $80,000.00

EEOC Statement

SCS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SCS complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.