Sr. Technical Support Analyst

Information Technology

Ewing, New Jersey

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Description

GS1 US, a member of GS1, is a not-for-profit organization that brings industry communities together to solve supply-chain problems through the adoption and implementation of GS1 standards. More than 200,000 businesses in 25 industries rely on GS1 US for trading-partner collaboration and for maximizing the cost effectiveness, speed, visibility, security, and sustainability of their business processes. They achieve these benefits through solutions based on GS1 global unique numbering and identification systems, bar codes, Electronic Product Code-based RFID, data synchronization, and electronic information exchange.

POSITION SUMMARY

Summary

Our Technical Support team is crucial to the smooth operation of our internal systems at GS1 US. We are passionate about enabling the success of our users, solving problems, and having fun while we work hard. As a Sr. Technical Support Analyst, you will provide general network and computer support to internal customers. The analyst will function to support and resolve desktop, laptop, mobile device, server administration, and hardware functions.

In the Sr. Technical Support role you will be responsible for; immediate analysis of customer problems; implementation of resolution action to restore function and avoid recurrence; act as the single point of contact for problem resolution; record all incidents; maintain accountability and ownership until the issue is resolved; create documentation to be later used for reference regarding troubleshooting issues; and perform customer follow-up.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

• Superior time management and organizational skills to:

• Manage all workflow coming into the IT Support Team via FreshService.

• Coordinating and balancing the work requests from both internal and remote personnel.

• Monitor team tickets to ensure support procedures are being followed. Ensure Technical Support Analyst team response to user requests in a timely and efficient manner in accordance with SLAs for Corporate Systems and Websites. Provide regular (weekly/monthly) reports on performance against SLAs as needed.

• Act as lead on projects implementing IT Best Practices/Policies across GS1 US.

• Demonstrate strong management skill to be able to:

• Coordinate multiple, concurrent projects ensuring work completes within the defined scope, timelines, and appropriate escalation when it appears to be in jeopardy.

• Identify and manage risks with timely reporting and escalating of such risks and issues to his/her manager.

• Provide weekly status reports on team’s activities/projects to his/her manager.

• Exceptional analytical ability to diagnose and troubleshoot hardware/software problems; utilize critical thinking skills enables the Sr. Technical Support Analyst to provide technical leadership and consultation to team members for resolving challenging problems.

• High-energy achiever with high focus on providing excellent customer service. Needs to have great problem-solving skills to meet the challenges while serving as:

• Mentor team members to ensure that they are being productive, efficient, and motivated to elevate the level of customer service provided.

• The first line of response to follow-up on support issues with dissatisfied users to ensure that problems areresolved and gather feedback on how support can be improved.

• Serve as the escalation point for IT Support issues as needed.

• In addition, the Sr. Technical Support Analyst will be expected to continue to provide IT Support as it relates to the following:

• Champion and support IT strategy, mission, vision, policies/procedures, and standard operating guidelines

• Administer user additions, deletions, and changes, utilizing Microsoft Active Directory (Azure AD (Entra)/On-Prem AD)

• In-depth knowledge of Office 365 Administration, including but not limited to Exchange Online, SharePoint/OneDrive, Entra, and other Office 365 tooling.

• Strong skillset managing Office 365 and Azure AD

• Install, maintain, and troubleshoot users' laptop hardware/software.

• Research, and resolve technical problems to gain successful resolution

• Install and support printers and other peripheral devices (e.g., scanners)

• Provide desktop support for technical and non-technical employees.

• Manage and maintain desktop/laptop images

• Manage and maintain meeting room equipment

• Evaluate software/hardware and provide recommendations on the procurement of peripherals or replacement parts/equipment from outside vendors as needed.

• Implement process improvements on an ongoing basis.

• Maintains inventory of equipment and related software

• Monitor Jira for new issue received via email or escalation for an existing issue

• Interface with Infrastructure and other cross-functional teams on special projects requiring IT Support

• Participate in Disaster Recovery policy and procedure planning, testing and execution

• Collaborate on on-call rotation schedule as needed.

EDUCATION and/or EXPERIENCE

• Bachelor of Science degree in Computer Science or related area

• Experienced in IT Support at least 3-5 years of experience. Microsoft Cloud Certifications a plus

OTHER SKILLS AND ABILITIES

• Excellent customer service skills, ability to maintain a can-do and positive attitude while working in an extremely fast-paced environment.

• Must be a proven effective team player

• Experienced with Windows 10/11 Professional, Microsoft Office 365 and Azure

• Excellent troubleshooting and problem-solving skills

• Excellent communication skills

• Ability to work on multiple, high priority tasks with minimal supervision

• Ability to learn new technologies and procedures quickly

• Ability to teach others “how to do” through written and verbal communication

• Ability to effectively communicate to a variety of end-users

• Ability to troubleshoot and problem solve

• Ability to multi-task and able to manage own work.

• Ability to manage own work effort and prioritize across multiple IT support requests

• Ability to provide periodic off-hour and weekend support

TRAVEL REQUIREMENTS

This position may require less than or equal to 15% travel

GS1 US is an Equal Opportunity Employer - All qualified applications will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin.