Enterprise Support Analyst - JT Clearwater, Florida 33759 Local Candidates Only - No ExceptionMust be a US Citizen or Green Card holder. We’re committed to helping our members learn, grow and thrive by providing world-class certification programs, education & training, and professional development opportunities that inspire a safe and secure cyber world. With more than 150,000 certified members, we empower professionals who touch every aspect of information security. Summary Description of Position: The Enterprise Support Analyst collaborates with business and IT experts to ensure effective technology service delivery. This individual will establish a rapport and build trust with stakeholders over time by delivering high-quality service outcomes. The Enterprise Support Analyst must also understand and work within the guidelines of ITIL practices to deliver technology service, and agile techniques to deliver continuous improvement. (ISC)² supports several security frameworks globally, this person must be familiar with security best practices that affect application configuration, change management and procurement. Duties and Responsibilities: Consistently respond to all incoming ServiceNow ticketed requests for support and services within prescribed SLAs.Provision end user systems and services within prescribed SLAs using appropriate tools and automation.Order hardware and software from preferred vendors, accurately maintain asset inventory and adhere to asset management policies.Administer and troubleshoot Apple (MAC, iPhone), Windows and mobile endpoints using JAMF, Intune and Active Directory.Administer user accounts in Okta, Active Directory, Salesforce and other dependent systems.Contribute to service improvement efforts, updates to documentation and the development of Tier I support processes.Provide technical support for special events and assigned projects as required.Perform other duties as assigned. Qualifications: Degree in Information Technology or at least 4 years of professional experience may be considered in lieu of degreeMinimum 3 years working on an ITIL based enterprise help desk preferred Experience installing, configuring and troubleshooting end-user Apple (MAC) and Windows (PC) hardware including workstations, laptops, tablets, smart phones and printers required At least 1 year supporting Office 365 and Adobe suites requiredAt least 1 year experience with ServiceNow ticket managementExposure to JAMF management suite preferredFamiliarity with Salesforce Administration preferredMust have excellent interpersonal and customer service skills to deliver consistent and positive end-user experiencesStrong oral/written communication, presentation, and organizational skills. Must have the ability to articulate complex problems in simple termsCurrent industry certifications desirable (A, ITIL, ServiceNow, Apple, etc.)Information security experience a plus Skills/Competencies: Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, AgilityWorks well independently with limited oversight, and collaboratively as part of a team; develops positive relationships; shares knowledge through peer trainingStrong problem solving and analytical skills; strives to understand contributing factors, works to resolve complex situationsExhibits strong interpersonal skills and professional demeanor to maintain business relations with internal staff – at every organizational level - and external vendors/clientsExceptional customer service skills; works and communicates well with vendors, staff and end-usersOrganization Skills - Keeps information organized and accessible; ability to multi-task; maintains an efficient workspace, manages time wellDetail oriented, maintains high-quality standards, and good follow-up skillsEthical - Honest, accountable, maintains confidentiality Physical & Mental Regular daily attendance at the Clearwater, Florida Office required Work normal business hours and extended hours, evenings and weekends when necessary, to meet deadlines, participate in an on-call rotation (typically once a month)Regularly, approximately 80% of the time, transport and/or lift up to 50 lbs. of equipment or packages, which may also involve squatting, bending, or kneelingRemain in a stationary position, often standing or sitting, for prolonged periodsRegular use of office equipment such as a computer/laptop and monitor computer screensDexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components Required Knowledge, Skills, and Abilities: (Submission Summary) : 1. Degree in Information Technology or at least 4 years of professional experience may be considered in lieu of degree2. Minimum 3 years working on an ITIL based enterprise help desk preferred 3. Experience installing, configuring and troubleshooting end-user Apple (MAC) and Windows (PC) hardware including workstations, laptops, tablets, smart phones and printers required 4. At least 1 year supporting Office 365 and Adobe suites required5. At least 1 year experience with ServiceNow ticket management6. Exposure to JAMF management suite preferred7. Familiarity with Salesforce Administration preferred8. Must have excellent interpersonal and customer service skills to deliver consistent and positive end-user experiences9. Strong oral/written communication, presentation, and organizational skills. Must have the ability to articulate complex problems in simple terms10. Current industry certifications desirable (A, ITIL, ServiceNow, Apple, etc.)11. Information security experience a plusPowered by JazzHR Employment Type: OTHER