About the role

IT Support Analyst supporting internal users and managing technical support service tickets at Best Egg. Ensuring SLAs are met while onboarding new employees and resolving technical issues.

Responsibilities

Responsible for supporting workstations, by working directly with internal users.
Manage support tickets; incidents and service requests to ensure they are being addressed within SLAs.
Respond to tickets, emails, telephone calls, and personal requests for technical support.
Monitor, track, and document tickets to ensure timely resolution.
Identify, research, and resolve technical issues.
Verify tickets meet Service Level Agreements to set expectations and measure performance.
Review survey feedback to improve support experience, tools, and services.
Onboarding for all new employees, ensuring technology equipment is in place and standard access accounts created prior to start date.
Manage all printers, ensuring they are functioning; working with vendor for support when needed.
Maintain asset inventory of physical devices, software and applications.
Tag all new equipment and input into asset inventory database.
Responsible for yearly asset inventory audits, ensuring proper tracking of all assets.
Setup and maintain video conferencing for users, devices, and conference rooms.
Resolve video conferencing issues; escalating to vendor for support when needed.
Ensure management is advised of events that may require additional support or escalation.
Provide management with details regarding ticket escalation processes to ensure free flowing communication within the organization.
Maintain a “Solutions” repository and ensure top quality solutions are available to all users.

Associate (2-year) degree in Computer Information Technology or an equivalent amount of work experience and certifications.
1-2 years of Desktop Support and customer service experience.
1-2 years supporting a cloud environment tech stack (Office 365, Azure, Slack, etc.)
1-2 years of experience working in a ticketing system (JSM, Service Now, etc.)
1-2 years of Mobile Device Management (MDM) experience, such as Intune or Jamf.
An overall can-do attitude, the ability to grasp new concepts quickly, and the willingness to adapt to a dynamic work environment.
Organized with the ability to prioritize and work with deadlines.
Problem-solving techniques and demonstrated ability to work independently and as a member of multi-disciplined teams.
In addition to the interview process, all candidates will need to evidence their initiative, level of analytical reasoning, teamwork and ability to collaborate, adaptability, and strength in verbal and written skills by completing a separate candidate assessment.

Pre-tax and post-tax retirement savings plans with a competitive company matching program
Generous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays
Multiple health care plans to choose from, including dental and vision options
Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!