IT Support Analyst

Cambridge Information Group
Bethesda, MD
Feb 19, 2019
Feb 20, 2019
Analyst, IT
Full Time
IT Support Analyst (part-time 24 hours per week) (full-time (40 hours per week) during summer academy) About Cambridge Information Group (CIG) CIG is a family owned global investment firm with a focus on information services, education and technology. Our team has completed over 30 investments during the 2002-2017 period and we are continuously expanding our areas of investment expertise across other industries. Currently, the CIG family of companies employs more than 2,800 people in 34 countries. About BrandEd BrandEd, a division of Cambridge Information Group, is a fast-growing, global education company focused on developing high quality programs in partnership with the world s strongest brands. Its current portfolio of schools include Sotheby's Institute of Art and The School of The New York Times. It is an innovator in the school-as-a service space, with a particular focus on corporate partners with world-renowned brands. BrandEd's growth strategy consists of geographic and programmatic expansion at the existing schools and acquiring new brand partnerships, while leveraging the holding company infrastructure to further scale the businesses. About the Position The IT Support Analyst provides technical support to all students, faculty, and staff at The School of New York Times (SoNYT) and Bach to Rock (B2R) and to staff at Cambridge Information Group (CIG) Bethesda and New York offices, as well as remote assistance support to all students, faculty, and staff at Sotheby's Institute of Art New York, UK and CA campuses. This person supports all IT systems, telephone systems and Audio/Visual equipment. Essential Duties and Responsibilities Specific duties and responsibilities include the following, but the individual will also be expected to perform all the duties necessary which are customarily performed by a person holding this position. Other duties may be assigned. The IT Support Analyst will answer, evaluate, prioritize, and resolve incoming telephone, voice mail, e-mail, in-person, and Service Desk System requests for assistance from end users in the organization. This includes troubleshooting and resolving issues related to standard enterprise software applications and various custom web applications, desktop hardware, and network edge infrastructure components. In addition to the tasks and activities listed below this person will be expected to assist with various IT projects as directed. End-User Support Provides technical support for the organization; diagnoses technical problems; researches, identifies and documents appropriate solutions; organizes and prioritizes technical support cases and follows-up on outstanding cases until resolved. Infrastructure Support Provide technical support for LAN and WIFI devices. Set up, configure and install switches, routers, firewalls and access points. Maintain network separation using VLANs to provide PCI compliant environment. Support Case Management Maintains and tracks all support issues and calls within the Support management system; maintains contact and follows-up with employees to ensure quality level of support; interacts with users in non-technical, clear terms; adheres to and enforces organization policies, rules, and regulations relating to technology use. User Account/Password Maintenance Creates, maintains, and coordinates user account information and passwords for various IT systems. Assists with setup of new user accounts/email in a Microsoft Windows Active Directory/Office 365 environment. Maintains student and alumni email address and distribution lists. Device Support Provides support and assistance for the relocation, installation, and setup of computers, end-user unified communications systems, VOIP telephones, Mobile Devices and various peripheral equipment including classroom audio/video equipment. Performs diagnostics on computers, software applications, and related equipment. Provisions, reimages, and tests new and reallocated computers, laptops, and other equipment as directed. Student support Provides support to SIA and SoNYT students - assistance with, access to and use of all school systems. CIG user support Provide support to CIG staff and prioritize accordingly. Flexible working Expectation to support after hours and weekend events as required. Multi-site support including local travel and the ability to respond at short notice. To Apply: Submit your resume and cover letter by clicking the "Apply Now" button on this page. In the subject line of your email enter: IT Support Analyst Only qualified candidates should apply NO RECRUITERS BrandEd is an Equal Opportunity Employer - provided by Dice SharePoint/Teams or Other similar content management/collaboration platform, Top quality cross platform end-user support and training, Zendesk or similar service desk/support management system, Microsoft (MCP), Apple, or other industry standard certification in a Windows/Mac operating system

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