Support Center Analyst

Title –Support Center Analyst

Full Time Permanent Role

Location – NYC, Boston, Miami

Shift – REMOTE.

The Opportunity

The Support Center Analyst is responsible for providing Firmwide first-line support, system administration, and problem resolution for hardware and software applications. Works with other Support Center Analysts to maintain Support Center documentation and the ticket management database. Collaborates with management to maintain service levels and improve service techniques. Ensures client service and satisfaction are achieved in all areas of the position.

• Provide timely technical support via phone, email, and voicemail, adapting instructions for non-technical users.
• Log, troubleshoot, resolve, and escalate incidents and service requests through ServiceNow, resolving issues within 15 minutes when possible.
• Access and maintain system administration tools to support users and Level 2/Level 3 teams.
• Maintain Support Center knowledge base documentation, ticket records, and technical knowledge.
• Build positive client relationships, identify user needs, and ensure quality service.
• Generate weekly and special reports and distribute IT Bulletins and system notifications.
• Manage user onboarding, offboarding, account transfers, and Microsoft Exchange distribution lists.
• Administer Azure Active Directory, ADUC, MECM, Microsoft Entra ID, MFA, and Intune to support user accounts and mobile devices.
• Manage SPAM emails through Mimecast and monitor cybersecurity alerts using LogRhythm and MS ATA.
• Perform WAN Restoration testing across US, Europe, and Asia Pacific regions.
• Assist with product QA testing, Support Center projects, and process improvements.
• Collaborate with Support Center Analysts, management, and other support teams to maintain service levels and resolve technical issues.

ABOUT YOU

• High School Diploma or GED required; AA degree in Computer Information Systems, Computer Science, or equivalent IT certification is a plus.
• Knowledge of Windows 11 Enterprise, MS Office 365, and Remote Access technologies (VPN, RDP, AVD, wireless, and mobile).
• Prior client service experience with strong customer service skills.
• Knowledge of PowerShell, legal document software, and System Administration is a plus.
• Strong analytical, problem-solving, and organizational skills.
• Proactive, collaborative, and solution-oriented with strong accountability and initiative.
• Excellent oral and written communication skills; ability to work effectively with all levels of personnel.
• Rotational weekly on-call availability required during weekends and after hours.

Please reach out to me if you have any questions. Wishing you a great day ahead!