IT Support Analyst

• →Serve as the primary point of contact for resolving technical issues
• →Provide timely level 1/2 IT support for a broad range of systems used by the business
• →Perform onboarding and IT orientation for new users
• →Work closely with and provide oversight for any 3rd party IT services
• →Collaborate with cross-functional teams to address issues, ensuring timely resolutions
• →Address support tickets in a timely and effective manner, keeping the user informed on progress and verifying issues are resolved
• →Interact with users professionally and empathetically, maintaining a high level of customer satisfaction
• →Communicate technical concepts to non-technical individuals, ensuring clear understanding
• →Develop strong user relationships, proactively identifying areas for improvement and providing recommendations
• →Review monthly metrics to determine areas in need of improvement
• →Collaborate with other members of the IT Operations team to maintain documentation, create knowledge base articles, and ensure compliance with established procedures
• →Administer user accounts as needed to provided necessary systems access
• →Procure and track technology hardware and software requests and maintain appropriate inventory levels to prevent shortages and/or unnecessary purchases
• →Understand interactions among internal and external systems identify opportunities for improvements
• →Collaborate and consult with technical colleagues to resolve systems support issues
• →Other tasks as duties as assigned

• 5+ years of professional experience within the technology sector as a helpdesk, service desk, or support specialist
• Expert level understanding of Windows operating systems and the ability to troubleshoot end user issues
• Proficiency in diagnosing and resolving technical issues across hardware, software, and network components
• Excellent communication and interpersonal skills, with the ability to work with customers, management, and technical teams
• Ability to explain technical concepts clearly and concisely to both technical and non-technical users
• Ability to empathize with end users to understand their perspectives and concerns.
• Excellent organization, prioritization, technical, and problem-solving skills
• Initiative, good judgment, and ability to work independently and collaboratively under pressure in a dynamic environment
• Proficiency with Microsoft Active Directory/Azure Active Directory in a hybrid cloud environment
• Microsoft Office 365 administration, Microsoft Endpoint Manager/Intune (MEM), Microsoft Autopilot
• Ability to effectively support users of the following applications: Microsoft Office 365, Adobe Cloud, Citrix ShareFile, Sales Force, SharePoint, OneDrive, Microsoft Teams
• Experience with TeamViewer Tensor as a remote access and administration tool
• PowerShell experience is a plus
• Experience working in an IT Service Management (ITSM) platform (Incidents/Knowledge Base/Asset management/Change Management), Fresh Service experience is a plus
• Relevant certifications (e.g., A+/Network+, Microsoft Certified Desktop Support Technician (MSDST), Microsoft Certified Technology Specialist (MCTS), ITIL are a plus

The above description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Additional duties outside of normal responsibilities may be required from time to time as assigned.

Working Remotely
At this time, SCS Global Services is recruiting all open roles to be remote; allowing our employees the ability to work flexibly and allowing SCS as a company to diversify the experience and perspectives of our growing workforce. This role will be based out of your home office.

Estimated Annual Salary
$75,000.00 - $80,000.00

EEOC Statement
SCS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SCS complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.