Associate, IT Support Analyst

About the position :

The Associate, IT Support Analyst is an essential member of the IT Infrastructure team. They will work with the Americares ticket system to track and respond to user requests in a timely manner. As part of a team of domestic and international analysts, the analyst will respond to support requests from 200+ domestic staff and 600+ international staff. The support requests will include hardware, printing, cloud hosted applications, machine operating system configuration and settings, Office365, endpoint protection, and more.

Key Outcomes :

In the first 90 days, the IT Support Analyst will :

Learn and live the Americares values.

Complete all required new hire onboarding trainings.

Complete IT onboarding expectations across different technologies and platforms.

Demonstrate proficiency at 75% of core IT Associate expectations.

In the first 6 months, the IT Support Analyst will :

Be able to independently triage and effectively respond to support requests.

Demonstrate proficiency at 100% of core IT Associate expectations.

In the first year, the IT Support Analyst will :

Be able to independently respond to 95% of support requests and resolve 80% of requests in the first contact.

Duties and Responsibilities :

Actively model and contribute to Americares values, work culture and mission.

Engage in and contribute to team spaces with openness, global competencies, and a growth mindset

Monitor, prioritize, respond, and log support inquiries via ticketing system.

Troubleshoot, research, escalate and resolve software, hardware, network, and peripheral problems for Level 1 incident response ensuring a timely response and resolution

Account administration in multiple platforms, including but not limited to Office 365, Blackbaud CRM, OneLogin, and HELM.

Configure, setup, and troubleshoot mobile / handheld devices (iPhone, iPad, Samsung, etc). desktops, laptops, tablets, and peripherals using standardized IT Department procedures.

Setup, configure, and maintain Zoom accounts, phones, meetings, and webinars. Support users with using Zoom.

Set up conference room technologies, ensure they are running optimally, and provide support when needed.

Assist in developing documentation for processes, knowledge base and departmental SOP’s.

Act as frontline of incident response plan working with users to resolve incidents, support SOC investigation and remediation, and report in accordance with procedures.

Other duties and responsibilities as assigned

Degrees and / or experience required for the role :

High school diploma or equivalent.

Demonstratedin customer-facing IT service role or with providing support to Windows 11 / 10, Office 365, and laptops

These competencies are required for the role :

Impeccable customer service and interpersonal skills.

Excellent problem-solving skills.

Demonstrated ability to research and troubleshoot issuesindependently and discern when to escalate issues.

Demonstrated ability to effectively prioritize with the ability to successfully discern and triage urgent issues.

Demonstrated ability to follow processes

Excellent written and verbal communication skills.

Demonstrated ability to work in a globally dispersedteam environment.

US work authorization is required for this role.

Candidates must be currently living in and will continue to live in CT or NY, with the ability to be on-site 2 days per week.

These competencies would be great to have, but are not required :

Fluency in languages that are spoken in at least one of our core locations (India, Philippines, Tanzania, El Salvador, Puerto Rico, Colombia, etc.), in addition to English.

Support experience with Windows Autopilot and Endpoint manager.

Support experience with user and computer management in Active Directory or Azure AD.

Additionally, our core competencies as an organization are :

Ownership and results

Communication

Problem solving

Equity and inclusion

Teamwork and conflict resolution

Leadership

Prioritization

We know not all applicants will demonstrate all the competencies we’re looking for. We encourage you to apply even if you do not check all the boxes above, and we look forward to reviewing your application holistically.

What you can expect, if you move forward in the recruitment process :

Interview with People and Talent (1 hour)

Video interview with direct supervisor (1 hour)

Panel video interview with team (1 hour)

Reference check

Offer!

Background check and onboarding

Americares complies with the EEOC :

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Americares is committed to ensuring safe and accountable workplaces and programs. Our code of conduct, organizational values, and policies and procedures help to safeguard the welfare of everyone working for and participating in Americares programs. Americares is committed to the prevention of all types of abuse, discrimination, harassment, and exploitation. Employment with Americares will be subject to appropriate screening, reference, credentials, and background checks. By applying to our organization, job applicants confirm their understanding of and consent to our procedures during recruitment, and to adhering to our values and commitment to safe and accountable workplaces and programs as an employee.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of Americares. At any point in the recruitment process, we may request additional information to confirm qualifications. Any misrepresentation of qualifications in any stage of the process will prevent the applicant from moving forward in the process.

If you have a specific request or need assistance to fully participate in the application or recruitment process, please email us at .