PEP Enterprise Analyst L1

Versant Media; Englewood Cliffs (NJ); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid time off

Job summary

Versant Media is seeking a Workplace IT Support Analyst, L1, to join its Enterprise IT Operations team. This hands-on, customer-facing role serves as the first contact for employees and partners, supporting on-site and through the help line while resolving many issues at first contact.

You will handle a wide range of IT requests, escalate when needed, and maintain ownership and clear communication. A team-focused, proactive approach and strong technical agility are essential to exceed service

Qualifications

• Experience with Windows, Mac OSX, Office 365 and Active Directory.
• Familiarity with mobile device management and related IT tools.
• Experience in performing and managing clearly defined SLA targets.

Responsibilities

• Provide support to employees via Phone, Chat, In Person (Onsite and TechBar).
• Break Fix support for IT issues and hardware/software problems.
• Fulfill or triage customer requests and deliver timely resolutions.
• Deliver exceptional customer service and professional communication.
• Understand team targets and contribute to meeting them.
• Be a team player who puts customers first.

Skills

Windows

Mac OSX

Office 365

Active Directory

SLA targets

ITIL fundamentals

Job description

Job Description

The Workplace IT Support Analyst, L1, is a key member of Versant Media’s Enterprise IT Operations group, serving as the first point of contact for employees and partners requiring IT support. This role aids both in-person (onsite), and through the help line, resolving a high percentage of issues at first contact. Success in this position requires strong technical expertise, proactive problem‑solving skills, and a commitment to delivering exceptional customer service.

The Analyst will handle a wide range of support requests across the Versant IT landscape, escalating complex issues when necessary while maintaining ownership and communication. This is a hands‑on, customer-facing role where professionalism, responsiveness, and technical agility are essential to exceeding service expectations.

KEY RESPONSIBILITIES:

• Provide support to customers via Phone, Chat, In Person, (Onsite and TechBar)
• Break Fix support for IT issues
• Fulfill or triage customer requests
• Deliver exceptional customer service
• Understand Team targets and deliver to them
• Someone who genuinely puts their customer first
• A team player who acts in the interest of all
• A passionate and motivated individual

Qualifications:

QUALIFICATIONS & EXPERIENCE:

• Experience with common technologies including Windows, Mac OSX, Office 365, Active
• Directory, mobile device management, etc.
• Relevant IT Support Experience
• Willing to travel when needed
• Awareness of ITIL fundamentals
• Relevant experience in performing and managing clearly defined SLA targets

WORK ENVIRONMENT & FLEXIBILITY:

• Passionate about technology
• Ability to work onsite five days per week (Friday - Tuesday)
• Someone with a flexible schedule that can cover later shifts, weekends or holidays when needed
• Candidates will also require an environment suitable for working from home when needed (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection)

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [e-mail].

VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc.

• health insurance, retirement plans, paid time off, etc.

Compensation:
$65,000-$65,000 per year