Senior Support Analyst (MAC PC) job vacancy

Vacancy expired!

Senior Support Analyst (MAC/PC)

Responsibilities:

Resolve a spectrum of IT user technology-related issues via the Service Desk providing end-to-end customer service (i.e., from ticket assignment to issue resolution)

Deliver and install hardware and configure software as part of the on-boarding process and as needed.

Provide ongoing technical support and confirm equipment is functioning as required.

Implement patching and software upgrading of all devices including Windows and Macintosh clients using appropriate tools. Publish periodic reports summarizing patch status of all network-attached devices.
Assist in managing user accounts; provide quality, consistent and timely end-user support to Juilliard staff, faculty, students and Alumni.

Solid experience with Active Directory, Group Policy, Okta, JAMF, Office 365, and Remote Access; experience with Citrix environment and Virtual Private Network (VPN)
Respond rapidly to IT disruptions.
Support asset provisioning and tracking efforts across the enterprise and thereby ensure updated inventory is distributed and status recorded
Strong customer service and troubleshooting skills
Ability to clearly and patiently communicate technical information, both verbal and written, to end users

Requirements

Bachelor of Arts or Bachelor of Science degree
Appropriate technical certifications
At least 5 years of relevant experience
Experience in servicing a complex Windows domain
Experience and familiar with Windows PC, Macintosh, mobile devices, and printers/scanners
Knowledge of Office 365
Ability to communicate technical information to non-technical personnel
Excellent knowledge of computer security systems, applications, procedures, and techniques
Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community