Available Positions

IT Support Analyst at Information Technology in New York City, New York, United States —

  • Information Technology
  • Information Technology
  • New York City, New York, United States
  • 4/3/20

Job ID: 3000579

Job Description

Troubleshooting and Maintenance

  • Serve as a point of escalation for systems troubleshooting and issue resolution;
  • Update tickets following a documentation standard template, stating or restating the Issue, Actions Taken, and Next Actions Needed;
  • Maintain documentation of image, procedures and policies. This includes testing, building, and documenting the necessary steps for deploying hardware and software, resolving escalated issues, and utilizing support tools;
  • Fulfill Service Requests such as device moves, software installations and equipment configuration changes;
  • Verify that issues have been fully resolved to client satisfaction;
  • Participate in the weekly on-call duty rotation, providing after-hours support to customers and supported equipment;
  • Support business continuity plans and site readiness;
  • Maintain system backups, and regularly conducts testing of restored data;
  • Document, track and monitor all problems and requests to ensure a timely resolution; and
  • Consistently meets the service target objectives and ticket resolution rates.


  •  Bachelor's degree in Computer Science or combination of education and related experience in technical support;
  • 5+ years of Mac desktop experience using Casper or other automated tools;
  • Experience with technical writing and documentation;
  • Certifications a plus: Casper, ITIL, A+, Apple certifications, CompTIA Security+; and
  • Apple Genius Bar experience welcomed.



  • Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs;
  • Ability to travel up to 50% in the five NY boroughs.


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