Technology Support Analyst; L2

JOB TITLE

Technology Support Analyst (L2)

Technology Services

Technology Services Manager

Exempt

New York, NY

The Technology Support Analyst (Level
2) provides advanced technology support and customer service to all firm employees. The Analyst works in tandem with the level 1 Technical Support team to resolve inquiries to a wide range of technology requests, including firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices quickly and accurately, as well as providing training/knowledge transfer to Level 1 analysts.

The Analyst will act as the first escalation point for the Level 1 Technical Support team, collaborate with Level 3 analysts to research and troubleshoot complex high priority and high impact issues while ensuring a high degree of customer service. The Analyst will help facilitate and support the daily operation of AV technology services for all conference rooms in the local office and provide individual and small group education on firm-supported software and hardware, identify training needs, prepare training materials, and conduct new onboarding training.

• Provide onsite and remote advanced technology support to employees in all firm locations regarding firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
• Diagnose, troubleshoot and resolve escalated software, hardware, security, and network incidents from Level 1 Technical Support, escalating to Level 3 analysts or higher-level support as needed.
• Provide explanation and training to Level 1 Technical Support to build technical knowledge, including firm policies and procedures.
• Use remote control tools to assist customers when needed.
• Clearly and concisely log details using the Technical Support ticketing system, including opening, closing, resolution, escalation, and tracking of user requests; when escalation is required, ensure information is thorough and current for an effective handoff.
• Provide regular status updates to customers for issues that need time to troubleshoot and research, including updating the ticketing system until the request is completed.
• Anticipate customer needs and proactively identify solutions.
• Translate technical concepts into easy-to-understand language to assist non-technically oriented customers.
• Perform new arrival technology onboarding/setup to ensure that new hires have all necessary knowledge, information and access to perform their role.
• Perform ongoing individual and small group education on firm-supported software and hardware as needed, as well as new applications and offerings.
• Collaborate with technical owners to prepare, update and maintain training materials for new programs.
• Image, configure and deploy laptop and desktop in an enterprise environment as needed.
• Report trends and unusual inquiries received to Technical Support and department leadership to identify issues and problems with the technology platform.
• Collaborate with the manager in developing processes, policies and standards for technology services.
• Participate in software and new service testing, and provide feedback to relevant technical owners on new products and software updates.
• Participate in regularly scheduled technology calls to understand firm strategies and new products and services.
• Complete special projects as assigned.
• Conference room and video conference meeting support, including the setup/testing/breakdown of technology equipment as needed.

• Proficient knowledge in Microsoft Windows, Microsoft 365, and Microsoft cloud-based apps, including Outlook, Word, Excel, PowerPoint, One Note, Teams and SharePoint.
• Proficient knowledge in troubleshooting complex issues relating to computer software, hardware, phones, printers, and mobile devices.
• Working knowledge of Active Directory, SCCM, OSD Cloud and Autopilot enrollment.
• Experience using remote connectivity and remote-control software tools, including Citrix VDI and VPN, to troubleshoot and assist…