Technical Support Analyst

VC5 Consulting; Greenwich (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

VC5 Consulting in Greenwich, CT is seeking a full-time Tech Support Analyst to join the first and second line of Global IT support. You will triage incidents, troubleshoot, and resolve issues in a fast-paced trading environment.

Responsibilities include incident lifecycle using ServiceNow, asset management tasks, and assisting users across the organization. Candidates should have 3+ years' IT support experience with Windows 11 and Office 365, AD, and networking skills.

Qualifications

• Minimum 3 years' IT solution delivery and support experience.
• Strong Windows 11 expertise and proficiency in MS Office 365.
• Hands-on Active Directory experience including user management.
• Experience troubleshooting DNS, DHCP, WiFi, and VPN in trading environments.
• Familiarity with Microsoft Intune and desktop management tools.

Responsibilities

• Triage Tier 1 and 2 incidents promptly to minimize business disruption.
• Troubleshoot computer and network issues including DNS/DHCP/WiFi/VPN.
• Log incidents and manage lifecycle using ServiceNow.
• Provide user support across the organization and respond to inquiries.
• Assist with asset management and project planning tasks.

Skills

Incident management

Troubleshooting

Customer support

Communication

Team collaboration

Tools

ServiceNow

Intune

Active Directory

Windows 11

MS Office 365

Job description

This role is a full-time Tech Support Analyst position based in Greenwich, CT, where you will be part of the first and second line of Global IT support. You will be responsible for efficiently triaging Tier 1 and 2 incidents, managing incidents, and resolving technical issues. Your work will involve troubleshooting computer and network-related problems, responding to customer inquiries, and providing essential support in a fast-paced trading environment.

Key Responsibilities:

• Provide prompt and efficient triage of Tier 1 and 2 incidents to ensure minimal disruption to business operations.
• Troubleshoot and resolve computer and network-related issues, including DNS, DHCP, WIFI, and VPN problems.
• Log incidents and manage the incident lifecycle using the IT Service Management tool, Service Now.
• Respond to customer inquiries and provide technical support to users across the organization.
• Provision computer equipment and perform administrative tasks related to asset management and project planning.

Required Qualifications:

• A minimum of 3 years' experience in IT solution delivery and support, with a focus on troubleshooting and incident management.
• Detailed knowledge of the Windows 11 operating system and MS Office 365 products, demonstrating hands-on experience.
• Strong knowledge and hands-on experience with help desk level Active Directory, including user account management.
• Experience troubleshooting user-level network problems such as DNS, DHCP, WIFI, and VPN, ideally in a trading environment.
• Familiarity with MDM mobility solutions like Microsoft Intune, and experience with desktop management tools.

Join a dynamic team in a fast-paced trading environment where you will engage in a variety of technical tasks and contribute to a global IT initiative focused on customer service and technical excellence.
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