IT Support Analyst

Skip Hop Inc; New York (NY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Skip Hop Inc is looking for an IT Support Analyst to assist their team in resolving IT application issues. The ideal candidate must quickly adapt to new technologies and manage multiple tasks in a fast-paced environment.

The role requires excellent communication and customer service skills, ensuring timely problem resolution. Responsibilities include supporting users, managing IT product inquiries, and creating training resources.

Qualifications

• 2+ years of experience as a Support Analyst in fast-paced environments.
• High School Diploma required, college or certification preferred.
• Strong customer service and communication skills, verbal and written.

Responsibilities

• Maintain knowledge of IT project initiatives for support readiness.
• Provide support for IT products and services, answer questions.
• Create a positive support experience and build relationships.

Skills

Customer service

Problem solving

Technical support

Communication skills

Education

High School Diploma

Applicable certification

Tools

Adobe Creative Suite

MS Office

Cisco VPN

Active Directory

Job description

Job Description

Skip Hop is seeking an IT Support Analyst that will assist the Skip Hop Team in resolving any procedural or operating issues related to use of IT applications, products, or services. The IT Support Analyst will be responsible for differentiating when complex problems and priorities need to be elevated to specialized IT support for resolution. The IT Support Analyst will ensure that all problems are attended to in a timely manner and an effective solution is provided to the user. The ideal candidate will be able to quickly learn and adapt to new technologies, be able to react swiftly and intelligently to problems while handling multiple tasks, independently in a fast-paced environment.

Job Responsibilities

• Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelines.
• Provide support for all IT products and services; including, but not limited to: answering questions, troubleshooting problems, teaching or instructing co-workers regarding software or hardware, communication policy and troubleshooting printers or such other minor issues.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with professional attitude
• Work remotely with support teams in Atlanta and other offices for cross functional triage and resolution
• Provides excellent Customer Service by effectively communicating with user throughout resolution process; including verbal or email follow up to confirm that the issue was resolved.
• Writes and updates training manuals and handouts for common requests and effective steps for resolution, educates co-workers on how to best use such resources, and maintain associated logs.

Technical Requirements

• Knowledge of Adobe Creative Suit, Acrobat, MS Office, Financial Software, Cisco VPN, Cisco Jabber, Cisco Telephony, Air Watch, Crash plan, LANDesk
• Basic Network Technologies understanding – switches, TCP/IP, OSI, Routers, Circuits
• Understanding of a hybrid Windows 7/10 and Mac Enterprise environment
• Familiarity with Microsoft server management tools including Active Directory, DHCP, DNS, File and Folder permissions management and others
• Ability to troubleshoot unfamiliar and bespoke software applications
• Ability to communicate and function as a thought leader in the Technology Services team

Job Requirements

• 2+ years as a Support Analyst in a fast-paced office environment.
• High School Diploma required, some college or applicable certification preferred.
• Must have familiarity with a wide range of standard office automation products.
• Experience working in a small office and team environment a plus.
• Creative thinking and the ability to find innovative solutions is a plus.
• Proactive nature with a forward-thinking attitude.
• Strong customer service and communication skills – verbal and written.
• Must be able to work independently; have excellent time management and organizational skills.
• Ability to lift and/or carry 5-20 lbs. or more; pulling or pushing of carts when necessary.

Additional Information

All your information will be kept confidential according to EEO guidelines.