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Support Analyst, IT
Forbes
Jersey City, NJ, United States
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Description
Forbes Media seeks a Support Analyst to support internal customer service IT requests and maintain its service desk database. This individual will attempt to resolve all incidents on in a timely basis, maintain client service expectations, and manage communication flow to clients and document resolutions.
Responsibilities:
• Answer, evaluate, and prioritize incoming service requests from users experiencing problems with hardware, software, networking, telecommunications and other computer-related technologies for both technical and non-technical clients
• Maintain the overall desktop environment, including hardware installation and troubleshooting, software installation, configuration and support.
• Diagnose and perform routine repairs or arranges for vendor repair, as appropriate for a wide range PC/Windows and Macintosh hardware, software and network issues
• Perform local and network installations of software and help users access and use this software
• Facilitate hardware, software, and network set up for new employees /users
• Maintain detailed trouble tickets, escalating issues accordingly and keeping constant channel of communication open with customer during escalation.
• Handle problem recognition, research, isolation, resolution and follow-up for all user support requests.
• Investigate/research alternative solution across both hardware and software, make recommendations, and prepare implementation plans for computer hardware/software
• Maintain an accurate inventory of technology assets assigned to users, including entering new assets into the inventory management database, tracking asset deployments and dispositions and yearly inventory tracking
• Route calls to other support personnel as needed in order to address and resolve user requests
Requirements
• 2-5 years experience in desktop support roles – both over the phone and in person
• Fluency in troubleshooting on both PC and MAC hardware and OS
• Schedule flexibility to work a range of shifts, including weekends and night shifts as needed
• Ability to provide on-call "after-hours" support based on a rotation schedule and as needed.
Forbes, the defining voice of entrepreneurial capitalism, is a global media leader that champions success by celebrating those who have made it, and those who aspire to make it. Forbes convenes and curates the most-influential leaders and entrepreneurs who are driving change, transforming business and making a significant impact on the world. The Forbes brand today reaches nearly 120 million people worldwide every month through the Forbesand Forbes Asia magazines, 40 licensed local editions covering more than 70 countries, Forbes.com, signature LIVE events, a custom research arm, and social and mobile platforms. Forbes Media’s brand extensions include real estate, education and financial services license agreements.
Forbes is an equal opportunity employer.