Senior Tech Support Analyst

Internet Brands; El Segundo (CA); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Health insurance (medical, dental, and

Vision coverage

401(k) with company match

PTO and paid holidays

Employee Assistance Program (EAP)

Well-being coaching

Voluntary benefits: home, auto, pet

Job summary

Internet Brands, based in El Segundo, CA, seeks a Senior IT Support Analyst to lead end-user support and guide IT Support Analysts while improving productivity and user experience.

You will troubleshoot hardware/software, manage onboarding/offboarding, and support VPN connectivity for remote users, in collaboration with Corporate IT groups and vendors.

The ideal candidate holds a BS in IT with 5+ years of experience and certifications; strong communication and customer service are essential.

Qualifications

• B.S. degree in Information Technology with 5+ years of work experience required.
• Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus

Responsibilities

• Establish strong relationships with business stakeholders and management.
• Coach IT Support Analysts and lead team meetings in leadership's absence.
• Monitor incident system to ensure timely resolution of tickets.
• Manage and resolve cases with standard, high and critical severities.
• Assist with IT process improvements for Corporate IT User Support Operations.
• Oversee onboarding/offboarding and manage user accounts and access rights.
• Support VPN connectivity and remote users.
• Coordinate with NOC, Telecom, and vendor support to resolve issues.
• Document procedures and transfer knowledge to IT Support Analysts.
• Manage asset management and software/hardware inventory.

Skills

Mentoring/coaching team

Strong communication

Customer service oriented

Problem solving

Team leadership

Education

B.S. degree in Information Technology

Tools

Google Workspace

RingCentral

Microsoft Office 365

Dell servers

Hyper-V

VMware

Active Directory

VPN software

Mac hardware (Mac Mini/MacBook Pro)

Job description

Job Title: Senior Tech Support Analyst

About the Role

The Sr. IT Support Analyst’s role is to elevate end-user support services and guide the IT Support Analyst(s) in maintaining and improving the users’ productivity while providing the customers with a good experience when they request assistance. This includes leading the team in analyzing and resolving end-user hardware and software issues in a timely and accurate fashion, providing end-user training where required, and gaining an understanding of the users’ needs and work habits so IT can proactively deploy appropriate services and tools leading to increased productivity. The Sr. IT Support Analyst also serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.

Responsibilities

• Must establish a strong relationship with the business stakeholders, the General (Office) Manager, the direct supervisor.
• Coach IT Support Analyst(s) as needed.
• Conduct team meetings in the absence of the team’s leadership.
• Monitor work orders and incident management system to ensure timely resolution of all tickets.
• Manage, troubleshoot and resolve cases with standard, high and critical severities.
• Assist with process improvements for the Corporate IT User Support Operations.
• Oversee IT process for onboarding and offboarding employees including administering and maintaining end-user accounts, permissions, and access rights.
• Support VPN connectivity software preferably with ForiToken security key.
• Support remote users through a variety of connectivity options.
• Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops/Apps, and vendor's technical support group as needed to further enhance streaming performance and help troubleshoot system outages.
• Work with various Corporate IT groups to plan, test, and implement desktop automation initiatives and business applications.
• Document procedures and conduct transfer of knowledge to IT Support Analyst(s) as needed to ensure proper and timely support services to the user community.
• Responsible for site’s asset management which includes hardware and software inventory assessment and works with the IT Support Analyst Lead to establish and update procurement threshold.
• Responsible for office conference room support which includes maintaining, troubleshooting, and supporting AV systems.
• Provide Corporate IT Priority Support to the Corporate Executive team as needed.
• Responsible for imaging computers and assisting with maintaining imaging servers and updating images.
• Assist the IT Support Analyst Lead in managing local servers including file, print, and backup servers and their associated operating systems and software.
• Assist the IT Support Analyst Lead in managing all local network hardware and equipment, including routers, switches, hubs, and UPSs.
• Ensure network connectivity of all workstations.
• Administer all IT equipment, hardware and software upgrades/refreshes.
• Assist the IT Support Analyst Lead in performing system backups and recovery.
• Work on special projects.

Requirements

• Education & Certification
  
  • B.S. degree in the field of Information Technology and a minimum of 5 years of equivalent work experience are required.
  • Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus
• Knowledge & Experience
  
  • Mentoring/coaching team members.
  • Working technical knowledge of network and PC operating systems, including Active Directory, Windows 10, and VPN
  • Extensive application support experience with Google Workspace, RingCentral, and Microsoft Office 365.
  • Working technical knowledge of current network hardware, protocols, and standards including Dell servers.
  • Hands-on hardware troubleshooting experience with Dell and Lenovo desktops and laptops.
  • Experience with virtualization or virtual machine such as Hyper-V or VMware
  • Working technical knowledge of computer imaging tools.
  • Working knowledge of MAC Mini and Macbook Pro would be TERRIFIC!
  • General knowledge of IT security practices.
  • Personal Attributes
  • Strong written and oral communication skills.
  • Strong interpersonal skills.
  • Ability to conduct research into networking issues and products as required.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Strong customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to start at $60K and will depend on your skills, qualifications, and experience.

In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.

Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.

Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).

Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra