IT Support Analyst

IT Support Analyst

The IT Support Analyst will provide first and second line technical support to ~1300 staff and ~28 global offices. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner.

Job Responsibilities

• Respond to and resolve all IT support calls/emails for all locations
• Provide IT Support for all employees, in offices and working virtually
• Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
• Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
• Support meeting room and video conference facilities, including systems like Teams and Zoom.
• Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
• Manage hardware asset inventory and equipment lifecycle.
• Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
• Work closely with other IT professionals and departments to understand and address their IT needs.
• Must be able to work at least 3 days per week in the local FGS office.
• Minor travel occasionally required (less than 10%)

Technical Knowledge & Experience Required

• Minimum of 5 years of relevant experience
• Knowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
• Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
• Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc).
• Strong understanding of networking concepts and technologies.
• Excellent documentation and process skills, and discretion in handling confidential information.
• Relevant technology certifications desirable.
• Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.
• Experience with Jamf or Intune is a plus.
• BA/BS degree in Information Technology, Computer Science, or related field is a plus.

What We Offer

FGS offers a competitive salary, bonuses, and comprehensive medical, dental, and vision benefits, as well as ongoing employee development and training program.

Benefits also include Short Term and Long-Term Disability Insurance, a 401(k) plan with a company match, and paid vacation time.

Candidates must be authorized to work in the US. Additional language skills are a plus.

FGS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability or genetics. In addition to United States federal law requirements, FGS Global complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.