IT Support Analyst/Administrator

College Park, MD
Apr 27, 2021
May 05, 2021
Full Time
IT Support Analyst/AdministratorRemote candidates will be considered if not located near the NYC or College Park, MD office.BlueVoyant is seeking an IT support administrator to provide the first line of IT support to our organization. We have a dynamic environment with smart people working to protect organizations of all sizes across multiple industries globally.Qualifications for the IT analyst/administrator:* End-user support and administration experience of multiple enterprise SaaS apps such as GSuite, video conferencing solutions such Zoom and Microsoft Teams, Microsoft 365, Slack, etc.* Experience with end-user support of Mac environments, including Mac deployments and user onboarding * Experience with one or more of the following is a MUST: GSuite administration, Jamf Pro administration, Okta administration* Knowledgeable in the use of IT service desk applications - such as Service Now, Service Desk, etc., as part of day-to-day end-user support responsibilities* Experience with IT asset lifecycle management such as inventory management is a strong plus* Ability to create and maintain end-user documentation such as FAQs and self-help support guides* Experience conducting end-user training on the use of IT applications is a plus* Experience with Windows / AD administration is a plus* Experience with mobile device management is a plus* BS/BA in Computer Science, Engineering, Information Systems, or relevant experienceWhat you will do as an IT analyst/administrator:* Function as the lead in providing day-to-day support for our organization, which includes individuals in all roles across the company, including executives* Track and address support tickets, monitor tickets and ensure timely resolution within SLAs * Monitor and address end-user requests, including urgent requests outside of business hours for standard issues* Maintain the 'help desk' ticketing system, make updates to ticket forms and workflows as appropriate* Proactively identify areas of improvement to improve day-to-day operations and coordinate with the rest of the IT and Security teams in implementing solutions Solutions may include technical fixes, support procedures, documentation, end-user training for infrastructure and end-user issues to minimize recurrence / reduce future support effort* Conduct hygiene-related tasks on various applications and technologies as part of ongoing maintenance and to improve the organizations IT environment* Conduct onboarding of new employees* As the support lead, help to proactively define, document and own operational standards and procedures for various IT applications/systems* Proactively investigate solutions to newly encountered issues* Proactively create end-user or IT support documentation* Interface with vendors to report, escalate, and provide closure on issuesIdeal candidates will:* Be highly responsive, motivated, and proactive to enthusiastically provide support to our organization and thrive in our fast-paced, solution-driven environment* Be a subject matter expert in the support of multiple technologies* Demonstrate a very high level of ownership for end-user support and projects related to maintaining, improving and enhancing the environment* Be highly detail-oriented* Have strong communication skills to provide support to technical and non-technical end-users, and to coordinate with the rest of IT and Security on technical issues, problem escalation and resolution* Have experience in providing end-user training on the use of various technology solutions* Be very proactive in sharing knowledge and eager to contribute solutions to improve the operation of the environment* Be eager to collaborate, learn from, and contribute as a member of the corporate IT and security teams* Possess a strong desire to learn new technologies and take on new responsibilities beyond end-user support when possibleAbout BlueVoyantBlueVoyant is an expert-driven cybersecurity services company whose mission is to proactively defend organizations of all sizes against today's constant, sophisticated attackers, and advanced threats.Led by CEO, Jim Rosenthal, BlueVoyant's highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200 and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry leading analytics and technologies.Founded in 2017 by Fortune 500 executives, including Executive Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, San Francisco, London, and Latin America.All employees must be authorized to work in the United States. BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.