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Staff Opening
11/13/2012
IT Technical Support Analyst
Location: Atlanta
Category: Information Technology
Experience Level: 2-3 years
 
Summary:

The IT Technical Support Analyst is responsible for installing, supporting, maintaining and tracking all firm computer and telephone equipment, as well as supporting the Microsoft Office Suite and Desktop Operating Systems in a network environment. The hallmark of the Information Technology Department is outstanding customer service.
 
The Ideal Candidate:

• Must have working knowledge of network protocols specifically TCP/IP, printers and peripherals.
• Must have solid working knowledge of Blackberry and other mobile devices and experience with troubleshooting.
• Must have experience with hardware and software troubleshooting procedures.
• Must have a solid understanding of LAN/WAN configurations and knowledge of Windows networking and remote access technologies including VPN.
• Must have a working knowledge of all current versions of MS Office Suite, Operating System, Exchange environment and Active Directory.
• Must have solid customer service and communication skills.
• Must have the ability to develop and document operational procedures.


Duties and Responsibilities:

• Responsible for moves, equipment additions and changes, including setup of new user hardware and maintenance of existing hardware. This includes regularly moving printers, computers, monitors and other hardware.
• Provide support for firm approved mobile devices, including, but not limited to, Blackberry, Apple iPhone and Droid devices.
• Manage accurate hardware asset inventory for all desktops, laptops and monitors including loaner and spare equipment as required by Standard Operating Procedures.
• Manage accurate printer inventory and promptly inform account manager of any additions, moves and changes as required by Standard Operating Procedures.
• Provide support for AV conferences, including web enabled meetings under the direction of the AV Technical Lead Engineer.
• Provide offsite IT Support for firm related events, including, but not limited to, seminars and marketing events.
• Responsible for second level support for the Help Desk including after hours on-call duties.
• Provide first level telecom support including the voicemail system. This includes all Adds, Moves and Changes.
• Responsible for end-user support for Firm standard applications and peripheral hardware.
• Responsible to ensure all end user support requests are entered in the Help Desk call tracking system.
• Research possible issue resolutions with tools available, including the use of the Internet and other on-line knowledge bases.
• Maintain technical proficiency by participating in in-house technical training programs as well as external programs.
• Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This includes meeting annual personal development goals.
• Some travel may be required.



Education and/or Experience:

• BA or BS from an accredited college or university preferred, and three to four years experience in information technology; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
• Microsoft certifications a plus.



The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned and requirements may vary from time to time.

If interested in applying for this opportunity, please click “apply online” at the end of this page. EOE

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