Job Details

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Support Analyst

NEW YORK-10001, NY, US
06/05/2019

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Required Skills

Active Directory

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Senior Support Technician / Security Task Coordinator

Reports to IT Manager (helpdesk) or IT Support Manager (security work)

Overview

Day to day is a mix of Level 1/2 help desk work, with some project/task coordination.

Helpdesk work is assigned and managed through a central helpdesk system (FreshService).

Talking with users to determine clear problem parameters

Troubleshooting technical issues with IT team and independent research

Documenting issues and changes in the helpdesk system

Security tasks would have a clear goal defined, and would involve (depending on goal):

Reading and understanding 3rd party security vulnerability recommendations

Creating a simple workplan for approval

Configuring and testing of O365/product features in pilot groups

Coordination with Integra and 3rd parties for execution

Status updates on execution progress.

Skills

Helpdesk

Ability to configure, install, troubleshoot, and maintain workstations, laptops, and tablet PCs running various Windows 7-10.

Office 365 administration

Outlook client and basic exchange server administration

Basic Active Directory concepts and tasks (users, groups, computers)

Good understanding of basic networking concepts (TCP/IP, DNS, DHCP, LAN/WAN, etc.)

Ability to common-sense troubleshoot to locate likely sources of problems for escalation to appropriate resources.

Experience with web-based communication platforms, such as, Zoom, WebEx, etc.

Coordinate and communicate effectively as a member of a geographically diverse IT team

Strong customer service skills and a customer-first attitude.

Good verbal communication, be able to explain technical items to non-technical personnel,
be able to understand a variety of instructions and problem statements, and be able to read and write functional technical documentation

Project/task coordination

Excellent time management.

Ability to clearly define and document actions for others to follow (eg 3rd party tech support)

Ability to track allocated project tasks and actions in a rigorous way

Good knowledge of Excel basic functions (filtering, sorting)