Technology Support Analyst

MWE; New York (NY); On-site; USD 107,000 - 136,000; Full time

Job summary

MWE in New York, NY is seeking a Technology Support Analyst to deliver technology customer support and lead local office initiatives. The role requires working with the IT Help Desk, coordinating desk-side support, and guiding junior staff under minimal supervision.

You will manage IT asset inventory, participate in infrastructure projects, create knowledge base articles, enforce policy adherence, and assist with office moves and relocations.

Qualifications

• Associate degree in a related field preferred.
• At least five years of related work experience.
• Advanced knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, Word).
• Experience with macOS a plus.
• Strong written and verbal communication skills.

Responsibilities

• Participate in our ACD system and monitor the IT Help Desk ticketing system to ensure issues are resolved or escalated per SLAs.
• Provide desk-side technical support including troubleshooting hardware and software.
• Coordinate day-to-day operational IT activities including new hire setup, AV presentations, office moves, and relocations.
• Collaborate with local office management and tier III IT management on projects such as infrastructure upgrades and relocations.
• May assist in monthly infrastructure maintenance.
• Maintain knowledge base articles and promote adherence to IT policies.
• May engage vendors for secure asset disposal per policy.
• Manage local office IT asset inventory and equipment purchase requests.
• Foster team cohesion and guide less experienced team members.
• Participate in firm, regional and local projects and may coach team members.

Skills

Communication skills

Organizational skills

Presentation skills

Analytical skills

Customer service skills

Team collaboration

Problem solving

Independence

Adaptability

Cost awareness

Education

Associate degree in related field

Tools

ACD system

IT ticketing system

MS Office

macOS

Job description

Job Description

The Technology Support Analyst provides technology customer support and leadership. This position assists with strategic projects and operational activities that impact the local office and may provide general direction to junior level Technology Support employees. The Technology Support Analyst works under minimal supervision and relies on experience and judgment to plan and accomplish goals.

Essential Functions and Responsibilities

• Participate in our ACD system as directed and monitor the Information Technology (IT) Help Desk ticketing system to ensure that issues and requests are resolved or escalated per established Service Legal Agreements.
• Provide desk‑side technical support including troubleshooting hardware and software issues.
• Coordinate the day‑to‑day operational IT activities including new hire set up, audio and video conference presentations, office moves, departures.
• Collaborate with local office management and tier III technology management on projects such as infrastructure/network upgrades, power outages, office expansions and relocations, audio visual implementations.
• May assist in the performance of monthly infrastructure maintenance.
• May physically assist in supporting infrastructure in one or more offices. (Ex. cabling, act as remote set of hands for others.)
• Participates in minimum of 85% of pre‑pilots and reports findings. Becomes familiar with each change.
• Creates, edits and maintains our knowledge base articles.
• Is well‑versed in firm and IT department technology policies and procedures and actively promotes their adherence. May make recommendations to add or change policies or procedures.
• May engage vendors for secure asset disposal per Firm policy.
• Manage local office IT asset inventory and equipment purchase requests for laptops, desktops and peripherals.
• Fosters team cohesion through building effective working relationships and guides less experienced team members.
• Participates in firm, regional and local projects as directed by performing individual specific tasks in support of the project.
• May coach and help train team members.

Job Specifications

• Associate degree in a related field preferred
• At least five (5) years of related work experience
• Advanced knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word)
• Experience with macOS a plus
• Advanced knowledge of managed mobile devices
• Strong written and verbal communication skills
• Strong organizational skills
• Strong motivational and presentation skills
• Strong research and analytical skills
• Strong customer service skills
• Ability to work under tight deadlines and prioritize responsibilities
• Ability to work effectively in a fast‑paced and changing environment
• Ability to handle and maintain confidential information
• Ability to travel work flexible and/or fluctuating work hours
• Ability to work independently and under own direction and initiative
• Ability to implement continuous improvement
• Ability to develop and maintain productive relationships with users and IT teams
• Awareness of project financial guidelines and acts with cost awareness

Successful candidates will be provided with outstanding career opportunities and will receive a competitive total rewards package with the opportunity to earn performance‑based bonuses.

Target Hiring Range

$107,000 - $136,000

Please note that quoted salary ranges are not guarantees of what final salary offers may be. Base pay is based on market location and may vary depending on job‑related knowledge, skills, experience, and geographic location. Base pay is only one part of the Total Rewards that MWS provides to compensate and recognize our staff professionals for their work. Full time positions are eligible for a discretionary bonus and a comprehensive benefits package.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• While performing the duties of this job, the employee is required to sit, use hands, reach with hands and arms, stoop, talk and hear
• Employee must occasionally lift up to twenty (20) pounds

Work Environment

Typical indoor office environment

Disclaimer

The above statements are intended to describe the general nature and level of the work being performed by people within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.