it support analyst

Grand Canyon University

<div>We are seeking a customer-focused and technically skilled IT Support Technician to join our team and provide high-quality support across a multi-company environment. In this role, you will serve as a key resource for troubleshooting hardware, software, and network issues while delivering exceptional service to end users via phone, chat, and remote support. You will collaborate with teammates, assist in training and mentoring efforts, and contribute to ongoing process improvements. The ideal candidate brings strong problem-solving skills, hands-on technical knowledge across Windows and Mac platforms, and a proactive approach to resolving issues while ensuring service level expectations are met.
Primary Responsibilities /Accountabilities/ Essential Functions:
1. Actively respond to teammates&rsquo; request for guidance or assistance in chat.
2. Assist with new technician training and assimilation
3. Create tickets for every call, documenting issues with all notable information. If an escalation is required, assign to the appropriate team or technician
4. Follow up on open tickets to ensure SLA timeframe is being met and contacts end users for further troubleshooting
5. Provide/Remove Access Based on Employment Status
6. Discover and Document Processes for New Applications or Procedures
7. Mentor student worker sub team, review calls and tickets for performance feedback after being on the team for 6 months
8. Perform remote troubleshooting through diagnostic techniques and asking pertinent questions, ascertain reason for the call and determines the best solution based on the issue and details provided by customers
9. Provide Audio-Visual support for classrooms, company events, and meetings
10. Provide support for student networking, cox cable, and student hardware repairs
11. Multi-company technology support for employees of GCE, GCU and Orbis
12. Research Issues Through Available Resources
13. Respond and Prioritize incoming phone calls, tickets, and e-mail requests for assistance from users experiencing problems with computer-related technologies
14. Triage Support Tickets while assisting employees via remote session or phone
15. Other duties as assigned.
Equipment Used and Responsibility<ul><li>
MS Office Suite</li><li>
Active directory, network printing, scanning/imaging, client computer, basic and routine office software, email, client/server, Windows operating systems, Mac operating systems and telecommunications</li><li>
Basic networking and TCP/IP configurations</li><li>
Desk Management and Security Suites</li></ul>
Supervisory Responsibilities
None
Experience/ Education<ul><li>
College degree in computer sciences, information technology or information systems preferred.</li><li>
One (1) year hands-on work experience working with Mac and PC based hardware, software, networking components in a multi-platform, client/server environment using LAN and/or WAN technologies preferred, preferably in a customer service role assisting with diagnosing technical problems.</li><li>
Related technical certifications are helpful but not required.</li><li>
Must work outside of normal business hours and rotating shifts</li><li>
Must pass pre-employment background investigation.</li></ul>
#INDLOPESUP</div>

IT Support Analyst Level I

Magna Legal Services

<div><div>About Us:</div><div>
</div><div>
Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. As an end-to-end service provider, we can provide strategic advantages to our clients by offering legal support services at every stage of their legal proceedings.</div><div></div><div> 
About Maggie 
Maggie is Magna's digital court reporter product. Court reporters use Maggie live, during real depositions and proceedings, to capture the official record. When Maggie works well, no one notices. When something goes wrong, proceedings can stop. The stakes are real, and the people on the other end of the line are professionals who need help fast. 
We're roughly doubling our user base over the next year and creating our first dedicated support team for the product. This is a founding role for that team.</div>
<div></div>
<div>The role 
You're the first call when a court reporter has an issue with Maggie. Sometimes the issue is the product. Sometimes it's a laptop, a network, or a misconfigured headset. Sometimes the user just needs to be walked through a feature they haven't used before. 
Your job is to triage quickly, resolve what you can, route what you can't, and make sure the user is never left waiting &mdash; especially if a deposition is happening right now. 
You'll work closely with our Support Supervisor and Product Subject Matter Expert, the Magna IT team for hardware and network issues, and occasionally our engineering partners for product bugs. You'll also help build the knowledge base, runbooks, and training material we don't have yet &mdash; because we're starting from scratch.</div>
<h3 class="jobSectionHeader">What a day looks like
</h3><ul><li>Field inbound tickets, calls, and chats from court reporters using Maggie</li><li>Resolve common issues in real time: account access, settings, configuration, how-to questions</li><li>Triage incoming issues: is this a Maggie product issue, a hardware/IT issue, or a feature request?</li><li>Coordinate with Magna IT teammates when the root cause is the user's machine, network, or peripheral</li><li>File clean, reproducible bug reports with our engineering pod (Restless Labs) when the issue is in the product</li><li>Take on-call shifts for P0 emergencies &mdash; when a deposition is in progress and Maggie is down, you're the person who gets it back up</li><li>Update the knowledge base as you learn what's common &mdash; every fix you figure out should make the next ticket faster</li><li>Build Maggie Specific hardware kits that include laptops and specialized mixers (East Coast)</li><li>Watch for patterns and flag them to the product team</li></ul><h3 class="jobSectionHeader">
Qualifications
</h3><ul><li>3+ years in customer-facing technical support &mdash; B2B SaaS, IT help desk, legal tech, or similar</li><li>Calm under pressure. You've been the person on the line when a customer's live event is broken and the clock is ticking. You don't panic &mdash; you fix or you route, and you keep the user informed.</li><li>Sharp triage instincts. You can tell the difference between &quot;this is a product bug&quot; and &quot;this is a laptop issue&quot; without a 45-minute back-and-forth.</li><li>Strong written communication. Our users are legal professionals. They notice writing quality. Tickets, emails, and knowledge base articles all need to be clean.</li><li>Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics).</li><li>Self-starter. This is a brand-new team. The runbooks don't exist yet. The process is what we build together. If you need an established playbook before you can act, this isn't the right role.</li><li>Available for on-call rotation. P0 incidents happen during live proceedings. We pay a stipend per shift.</li><li>Based in the Eastern time zone, available 8a&ndash;5p ET</li></ul><div> 
</div>
<div>Bonus points 
<ul><li>Experience in legal tech, court reporting, or working with attorneys or paralegals</li><li>Familiarity with remote deposition platforms, transcription software, or audio/video capture tools</li><li>Light scripting or SQL\KQL skills for log analysis</li><li>Ticketing system experience (Zendesk, ServiceNow, Jira Service Management, or similar)</li><li>Knowledge base authoring experience</li></ul></div><div>

Compensation &amp; Benefits
<ul>
<li>Base salary</li>
<li>Health insurance and benefits</li>
<li>401(k) plan available</li></ul> 
</div><div> 
</div><div>An employee&rsquo;s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of the total compensation package for employees.</div><div></div><div> 
Magna Legal Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.</div><div>
</div><div>
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.</div>

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div>

IT Support Analyst (East Coast)

Fenwick & West

<div>Job Description Summary:
Fenwick is seeking a Temporary IT Service Support Analyst in our Santa Monica office location. Under direct supervision of the Associate Director, IT Service, the analyst provides first-line investigation and diagnosis of incidents using the incident management process. The Service Support Analyst acts as the first point of contact between IT and the end-user. The qualified candidate will navigate computer hardware issues, challenges with our operating and network systems, in addition to navigating issues that are affecting our various applications and proactively finding solutions and workaround for these various issues.
 
 
This is a 100% onsite position. The work schedule for this role will be 40 hours per week (non-exempt), Monday - Friday, from 9:00 am - 6:00 pm.
Job Description:<ul><li>
Provide computer, network and software support to the end-user community via telephone, email, remote-access, or in-person.</li><li>
Install or relocate computers systems, including monitors and printers.</li><li>
Install application software based on corporate standards and end-user requirements.</li><li>
Coordinate conference setups in conjunction with the Facilities department and the Professional Development department.</li><li>
Participate in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.</li><li>
Monitor and maintain loaner notebook computer inventory.</li><li>
Diagnose and repair computer hardware and contact vendor when necessary.</li><li>
Other duties as assigned</li></ul>
Desired Skills &amp; Qualifications<ul><li>
Strong interpersonal skills and an ability to work and support end-users in a fast-paced and deadline-driven environment with courtesy and tact.</li><li>
Experience working with variety of computer desktop and notebook hardware, including printers, monitors, cabling and connectors for networking and peripherals.</li><li>
Experience with Service Desk ticket tracking and management software.</li><li>
Experience with video conference applications/equipment, and remote meeting technologies (specifically with Webex, Zoom and MS Teams).</li><li>
Knowledge of Microsoft applications and Windows desktop operating system</li><li>
Ability to work under pressure and effectively prioritize multiple tasks.</li><li>
Effective verbal and written communication skills.</li><li>
Ability to deal responsibly with sensitive and confidential information in a discreet and secure manner.</li><li>
Ability to work in a team environment.</li><li>
Ability to understand the business&rsquo; objectives and that the end user&rsquo;s problem affects the business.</li></ul>
Reporting to the Associate Director of IT Service, the ideal candidate will have a minimum of 1 year of experience in a customer service role dealing directly with end-users and 2+ years of experience in using computer hardware and software focused on Microsoft technologies. Experience supporting end-users in an office environment utilizing current LAN technology and network printing. 
Benefits and Compensation Details:
At Fenwick, we believe that our partners and employees are our most important asset. Helping you and your families achieve and maintain good health - physical, emotional, and financial - is the reason we offer a comprehensive benefit program. We provide benefits to eligible employees under plans such as Healthcare, Life Insurance, Health Savings Accounts, Flexible Spending Accounts, and Wellbeing. Except as otherwise required by law, temporary employees are generally not entitled to these benefits.
The anticipated range for this position is:
$76,000 - $107,500
Depending on the role, the actual base salary offered may depend upon a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.
A discretionary bonus for eligible employees may also be available based on performance. Additional information about employee eligibility for benefits and discretionary bonus will be made available upon request.</div>

Temporary IT Service Support Analyst

Tulane University

<div>
 
 Job Description
 
 
 
 The User Services Analyst II provides prompt, courteous, and helpful user support to the Tulane University community. The User Services Analyst II executes their responsibilities by providing comprehensive on-site support, concise and relevant phone help, efficient remote desktop interface, and/or second level Windows or Mac support. The User Services Analyst II contributes to the comprehensive tracking and reporting on problems trends while inputting into the creation of support systems. The USA II collaborates with other IT analysts an IT staff to implement services, deliver user education resources, and identify appropriate technology solutions. The User Services Analyst II must possess the strong technology, leadership, and communication skills required to assist the Associate Director of Technical Support and Assistant VP of Enterprise Services in meeting the core goals of customer service and technical support.
 
 
 
 Responsibilities
 
 
 
 
 QUALIFICATIONS
 
 
 
 
 Minimum Qualification
 
 
 
 2 years&rsquo; experience working in a Windows and Macintosh operating system desktop software and support environment.
 
 
 1 year of Configuration Management and deployment at scale
 
 
 
 Preferred Qualification
 
 
 
 Macintosh configuration deployments tools and best practices
 
 
 Experience with incident management tools such as Service Now
 
 
 A+
 
 
 Network+
 
 
 
 About Us
 
 
 
 Tulane University is an equal opportunity educator and employer committed to providing an education and employment environment free of unlawful discrimination, harassment, and retaliation. Legally protected demographic classifications (such as a person&rsquo;s race, color, religion, age, sex, national origin, shared ancestry, disability, genetics, veteran status, or any other characteristic protected by federal, state, or local laws) are not relied upon as an eligibility, selection or participation criteria for Tulane&rsquo;s employment or educational programs or activities.
 
 
 Tulane University is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing an application or during any phase of the interview process, please contact the Office of Human Resources by phone at 504-865-4748 or by email at hr@tulane.edu .
</div>

IT Support Technician II

Printpack Inc

<div>Printpack&rsquo;s IT Technical Support group services Printpack operations in the US. The Technical Support Analyst at each plant location works to achieve IT operational excellence for manufacturing in support of customer order delivery. The group delivers frontline IT technical support to onsite and remote associates, contractors, customers, vendors, and visitors and executes the IT strategy for many business-wide initiatives. 
 
The Technical Support Analyst will perform all IT Support-related service work, including but not limited to imaging, software installations, problem diagnosis and repair, necessary for end-users and server-related computing devices, printers, and RF scanners.<h2 class="jobSectionHeader">
Job Description:</h2><ul><li>
Solve Tier 1 and 2 incidents and/or escalate to appropriate functional groups.</li><li>
Troubleshoot and work with vendors on IT hardware technical issues.</li><li>
Provide end-user support for Microsoft Office 365, Windows 10, SharePoint, and Microsoft Access databases.</li><li>
Perform IT preventive maintenance and due diligence to ensure business continuity.</li><li>
Ensure IT-related inventories are kept up to date and peripherals are readily available.</li><li>
Administer user accounts through Active Directory.</li><li>
Support WAN/LAN technologies, including switches, routers, wireless access points, port configurations, and remote VPN.</li><li>
Serve as a conduit between plant resources and relevant Corporate ITPM resources, collaborate with Corporate and Engineering resources, and follow up and escalate to appropriate teams, as necessary.</li><li>
Support Enterprise-wide application(s) and database(s).</li><li>
Take ownership of issues and follow through to completion.</li><li>
Support strategic corporate initiatives and projects.</li><li>
Ensure adherence to IT policies, standardization of processes and procedures.</li><li>
Keep apprised of trends in technology to improve customer experience and productivity.</li><li>
Provide on-call support and escalation, as necessary.</li></ul><h2 class="jobSectionHeader"> 
Qualification:</h2><ul><li>
Must have hands-on experience with desktops/laptops/tablets/smart devices; Windows 10, software installs, imaging and restorations, virtual server environments, patch management, and network strategies.</li><li>
Excellent verbal and written communication skills.</li><li>
Self-starter with high motivation and ability to work with geographically dispersed management.</li><li>
Comp TIA A+, MCSA preferred, but not mandatory.</li></ul> 
Printpack is proudly an equal-opportunity employer. We are committed to creating an inclusive environment. Embracing diversity enhances our work culture and is vital to our success. We do not discriminate based on race, color, religion, sex (including pregnancy), national origin, gender identity, sexual orientation, marital/parental status, genetic information, age, national origin, ancestry, ethnicity, disability, marital status, military or veteran status or affiliation, or any other characteristic protected under applicable law. 
Know Your Rights - Conozca sus Derechos - Your Rights Under USERRA (dol.gov) - FMLA - FMLA (Spanish) - Polygraph Protection - Right to Work - Right to Work (Spanish)
Printpack is committed to helping individuals with disabilities participate in the workforce and ensure equal opportunity to compete for jobs. If you need a reasonable accommodation to assist you with your application for employment or job search, please get in touch with us by sending an email to CorpRecruiting@Printpack.com. Please include in your email a brief description of the accommodation you are requesting and the position for which you are interested in applying.</div>

Technical Support Analyst

Booz Allen Hamilton

<div>All-Source Support Analyst
The Opportunity:
Do you find yourself constantly looking for more and better information? Do you want a job where you can use your knowledge and research skills to improve national security? Never has the role of an all-source analyst been so meaningful. More connected devices, larger storage capacity, and faster connections have resulted in an explosion of available information. The problem facing the intelligence community is no longer how to get more data &ndash; it&rsquo;s understanding how to turn the data they have into answers. That&rsquo;s where you come in. With critical thinking and flexibility, you quickly seek out the accurate data sources, sift through the raw data, and turn it into valuable intelligence. If you have strong analytical skills and a problem-solving mindset, we have an opportunity to use those skills to protect our national security and inform our defense policymakers.
As an All-Source Support Analyst on our team, you&rsquo;ll explore new data sources, create effective queries, and combine information from disparate sources to help your client understand their mission and operational landscape. You&rsquo;ll validate information and apply client tradecraft as you build assessments for DoD customers. This is a chance to grow your expertise and develop new skills in strategic all source regional analysis to inform DoD customers and share your methodologies with other analysts. We focus on growing as a team to deliver the best support to our customers, so you&rsquo;ll have resources for mentoring and learning new skills and tools. Join us as we provide the right information at the right time to support the critical needs of our warfighters and nation's leaders.
Join us. The world can&rsquo;t wait.
You Have:<ul><li>
3+ years of experience with research and analysis</li><li>
3+ years of experience working with MSS and AIDP</li><li>
Experience with the Western Hemisphere AOR</li><li>
Knowledge of CIP COP</li><li>
Knowledge of the DoD, wider IC, and Combatant Command environments</li><li>
Active TS/SCI clearance; willingness to take a polygraph exam</li><li>
HS diploma or GED</li></ul>
Nice If You Have:<ul><li>
3+ years of experience as a strategic all-source intelligence analyst</li><li>
Experience with data analytics, analysis, and visualization and Microsoft tools</li><li>
Experience with MIDB</li><li>
Experience with order-of-battle or military capability analysis</li><li>
Knowledge of the intelligence cycle</li><li>
Ability to leverage a willingness to learn</li><li>
Possession of excellent interpersonal skills</li><li>
Possession of excellent verbal and written communication skills, including briefing</li><li>
TS/SCI clearance with a polygraph</li></ul>
Clearance:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.
Compensation
At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen&rsquo;s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.
Salary at Booz Allen is determined by various factors, including but not limited to location, the individual&rsquo;s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $61,900.00 to $141,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen&rsquo;s total compensation package for employees. This posting will close within 90 days from the Posting Date.
Identity Statement
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
Candidate AI Usage Policy
AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.
Work Model 
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.<ul><li>
Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.</li><li>
Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.</li><li>
Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.</li></ul>
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.</div>

All-Source Support Analyst

Jackson Lewis

<div>Focused on employment and labor law since 1958, Jackson Lewis P.C.&rsquo;s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients&rsquo; goals to emphasize belonging and respect for the contributions of every employee.
The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers&reg; &ldquo;Best Law Firms&rdquo;.
The Firm is seeking an independent, detail oriented individual to provide end-user desktop and telecommunications hardware and software support. The individual will provide telephone support to users and perform desk-side support as needed and directed. The Analyst will provide excellent customer service with the objective to provide immediate solutions for end user issues and requests.
Essential Functions<ul><li>
Provide exceptional customer service.</li><li>
Provide phone support while maintaining a phone availability status of 85% or higher.</li></ul><ul><li>
Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.</li><li>
Document end user issues/requests utilizing the IT Service Desk service management application.</li><li>
Provide end-user hardware, software, and telecommunications desk-side system support.</li><li>
Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.</li><li>
Work toward team standards in relation to the current Service Level Objectives.</li><li>
Provide identification/resolution for IT Infrastructure and desktop issues.</li><li>
Furnish reports, information and/or documentation as directed by management.</li><li>
Retain ownership of all issues/requests assigned until closure with end user agreement.</li><li>
Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades.</li><li>
Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.</li><li>
Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.</li><li>
Computer imaging as needed and directed by IT.</li><li>
Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes.</li><li>
Perform additional tasks as directed by management.</li></ul>
Qualifications/Skills Required<ul><li>
At least 2 years of Service Desk experience.</li><li>
Excellent knowledge of MS Windows operating systems.</li><li>
Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.</li><li>
PC hardware proficiency (Intel/Mac/HP).</li><li>
Experience with macOS is a plus.</li><li>
General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus.</li><li>
Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.</li><li>
Team player, creative, innovative, flexible &amp; enthusiastic.</li><li>
Ability to work independently on special assignments.</li><li>
Law firm experience a plus.</li></ul>
Educational Requirements<ul><li>
Associates Degree or equivalent work experience of 2 to 4 years required.</li></ul>
#LI KM
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.</div>

Help Desk Analyst

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