Technical Support Analyst II
Baldwin Risk Partners
Tampa, FL 33607
Job details
Job Type
Full-time
Full Job Description Position Summary
The Technical Support Senior Analyst is will serve as the subject matter expert for the technical support team as well as the end users. They will manage the ticket queue (incident & service request) ensuring all are worked within SLA. They will work within multiple systems and ensure a user-centric approach for providing technical solutions to a non-technical end user.
Principal Responsibilities
• Perform advanced support functions for workstations, enterprise software and office infrastructure platforms
• Plan, implement, and support systems through an aggressive M&A schedule
• Assist in coordinating new office setups
• Auditing of system accounts to ensure licensing and inventory accuracy
• Perform advanced remote troubleshooting through diagnostic techniques
• Support all technology components of the new hire process
• Determine the best solution based on the issue and details provided by customers
• Troubleshoot and problem solve core service and support challenges while applying best practices for documentation and change management
• Support basic IT infrastructure and networking
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Other duties and tasks as assigned
Education, Experience, Skills and Abilities Requirements
• 5+ years technical support experience in an enterprise environment
• Current CompTIA Network+ (will be required in first 90 days if not already current)
• Solid understanding of basic help desk principles including troubleshooting and customer service
• Advanced understanding of Windows 10, Office 365, Active Directory and other enterprise systems (certifications recommended)
• Strong organizational and customer service skills
• Ability to make decisions with the best interest of the firm and end-users in mind
• Demonstrate the firm’s core values, exuding behavior that is aligned with the firm’s culture
Special Working Conditions
Fast paced, multi-tasking environment.
Travel up to 10% of the time.
Important Notice
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the Firm. All requirements may be modified to reasonably accommodate physically or mentally challenged colleagues.