The Analyst, Client Support will provide first-level daily support and problem determination for online services, workstation platform software and hardware, client/server applications, TCP/IP-based LAN and WAN networks, and organizing and directing the analysis and resolution of online problem situations through a problem management system (TrackIT) in a primarily Microsoft Windows-based environment to ensure optimal client satisfaction with their technical environment. The person will also troubleshoot problem areas (in person, by telephone, via e-mail, or remote login) in a timely and accurate fashion, and provide end-user assistance where required with both hardware and software issues. The Senior Client Support Analyst is a mentor and provides direction to the Client Support Analyst and Associate Client Support Analyst. The Analyst will assist in administration of Help Desk tools, will proactively share information within and across groups, and will provide accurate and meaningful documentation of problem resolutions.

Job Duties Specific to This Position:

• Performs on-site and remote analysis, diagnosis, and resolution of desktop, laptop, and endpoint problems for end-users, implementing corrective solutions as needed.
• Installs, configures, tests, maintains, and troubleshoots end-user workstations and related hardware and software to deliver required desktop service levels.
• Administers and resolves issues with associated end-user workstation software products and applications.
• Supports and troubleshoots Microsoft 365 applications and services, including Exchange Online, SharePoint Online, and Teams.
• Supports and troubleshoots Cisco VoIP phones, CUCM admin, and CUC admin.
• Works with the Desktop Engineer to ensure efficient operation of the desktop computing environment.
• Manages user accounts and permissions within Active Directory (ADUC) and Azure.
• Utilizes Dameware or other remote desktop tools to provide efficient support.
• Documents instances of desktop equipment or component failure, repair, installation, and removal, and analyzes data to determine trends and corrective actions.
• Maintains an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Deploys, configures, and manages operating systems (Windows 11), applications, and updates using Intune and other deployment tools.
• Manages and maintains endpoint security, including Microsoft Defender.
• Places orders for new and replacement equipment using Fraxion/eRequester.
• Assists with the deployment and maintenance of phone equipment as needed.

• 4 years or more relevant work experience in corporate environment, experience in other organizations also preferred but not required.
• A+, Network+, or MCP Certification or other valid certification.
• Demonstrated, expert technical knowledge of desktop hardware and software, including Windows 2000, Windows XP, and Microsoft Office applications.
• Demonstrated, expert technical knowledge of TCP/IP-based LAN and WAN networks.
• Demonstrated, excellent technical knowledge of PC internal components.
• Significant hands-on hardware troubleshooting experience.
• Knowledge of, and experience using programming languages such as Visual Basic and other .Net languages and web programming and reporting tools such as Crystal Reports.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand or even update technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Strong customer-service orientation.
• Valid NY State driver’s license and a reliable vehicle.

An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Physical Requirements

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Walking 10%

Standing 10%

Sitting 70%

Lifting 10% Up to 35lbs

• Pay Rate $58,700 - $67,500 / year
• Excellent medical, dental, prescription and vision insurance
• Disability coverage
• Tuition Reimbursement Program
• 401(k) Retirement/Pension Plans
• Discounted Gym Membership
• Free Loretto Health Clinic Visits
• Generous Paid Time-Off Accrual
• Fun events for employees
• Convenient locations with free parking
• Employee Coaches - to help you achieve life goals
• Diaper Assistance Program
• Opportunity for career growth and movement within 19 sites!