IT Support Analyst

• Provide desktop and laptop support for Windows & Mac systems
• Assist users in solving IT problems using available hardware and software tools
• Support, install, and maintain local area networks, operating systems, software, and related IT peripherals
• Install and support hardware and software components for user groups, perform preventive maintenance, and test equipment
• Evaluate system configuration and software to ensure effective use of hardware resources
• Provide positive customer experiences when working with users
• Use ServiceNow ticketing system daily to triage tickets, escalations, issues, etc.

• Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field (or equivalent work experience)
• Working knowledge of basic hardware and software products and diagnostic/problem solving skills
• Ideally at least 2 to 3 years of work experience in computer systems or IT support
• Fluent German and English language knowledge must have (Main working language: German)
• Experience troubleshooting, installing, and upgrading in a Windows 7 and Windows 10 enterprise environment
• New system deployment (including setup, imaging, software installation, and data migration)
• Resolution of hardware driver conflicts, user profile corruption, and operating system errors (Mac OSX and Windows 7 & 10)
• Symantec, SCCM, and bitlocker encryption troubleshooting
• Local and networked printer configurations
• Software installations
• Conference and meeting support. Troubleshooting systems or client-approved meeting software issues
• Remote access support
• Mobile device configuration and deployment (iOS/android)
• Assist with Knowledge Base Article management to include initial proof reading and feedback of new articles, revision requests of existing article deficiencies, and accountability of article content comprehension
• Process security requests involving malicious software and vulnerability investigations
• Other IT Service-desk related tasks as deemed necessary by the client within the defined scope of the contract

Experience troubleshooting in a Mac OSX environment a plus

Comprehensive, locally competitive benefits package