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IT Support Analyst

Company: Gongos, Inc.
Location: Royal Oak
Posted on: June 12, 2022

Job Description:

IT Support Analyst

At Gongos, we make customer centricity happen. We believe a great employee experience is a prerequisite to a great client experience. That's why we look for promising multidisciplinary talent to fuel our company's growth. With us, you can unleash your strengths, shape your path, and leave a lasting imprint on our company, our clients, and each other. Together, our mission is to reorient the relationship between consumers and corporations to be mutually beneficial. In doing so, our teams work across the entire customer centricity value chain, and our consultative approaches ensure internal adoption and implementation that inspire customer-committed cultures.

The primary responsibility of the IT Support Analyst is to provide a stable, computing environment for end users systems. The technologies supported include but are not limited to cellular, desktop/laptop, tablets, and printers. They will also be responsible for prioritizing, documenting, and actively resolving end user help requests. In addition, this individual will manage all employee IT onboarding and offboarding. This is a hybrid role, with the ability to work from home with required presence in the Royal Oak office as needed for in-person, hands on help and equipment support/deployments (-1 day per week). We are searching for someone who can own the end user experience and be able to focus on quality, details, and customer service.

Regional End User Support Management:

  • Help Desk Management
    • Manage ticket queue for regional office handling majority of inbound tickets, escalating to senior IT as needed for capacity and technical needs
    • Adhere to and drive adoption of ticket queue management procedures
    • Monitor for and respond to occasional afterhours emergencies
    • Provide excellent, timely customer support
    • Ability to represent yourself as a trusted technology consultant for the company while communicating in business-friendly and user-friendly language
    • New Hire & Termination Management
      • Account creation, group management
      • Image and deploy laptops
      • Purchasing/shipping accessories and handling expense reports
      • Coordinate IT termination procedure (disabling accounts, receiving equipment)
        IT Administration:
        • Prep, test and track internal rental equipment (handhelds, tablets, cameras)
        • Monthly server system patching rotation (requiring quarterly weekend/afterhours work)
          Miscellaneous Responsibilities:
          • Lead technology projects proportional to work experience (planning, testing and executing)
          • Proactively learn new technologies in area of focus
          • Make recommendations to areas of focus (laptops, software, tablets)

            • 2-3+ years professional technology experience in end user and entry level server support roles, including helpdesk support
            • Degree or Certificate in Computer Science, Management and Information Systems, Technology, or similar field preferred, but not required
            • Professional experience with:
              • Active Directory User and Computers
              • Windows 10
              • Windows Server 2016 and newer
              • Office 365 management
              • Windows Deployment Services (WDS)
              • Windows Software Update Services (WSUS)
              • Familiarity in some or all of the following platforms ideal, but not required:
                • Mac OSX 10.15 and newer
                • Linux basics (SSH, operating system navigation)
                • Azure (Azure AD, Storage Accounts)
                • Scripting (Batch, PowerShell, VBScript)
                • Crestron conferencing equipment
                • System Center Configuration Manager (SCCM) laptop deployments
                • VMWare vSphere
                • Ability to represent yourself as a trusted technology consultant for the company while presenting ideas in business-friendly and user-friendly language
                • Ability to occasionally lift and/or move up to 50 pounds

                  • Gongos offers competitive paid time off including holiday time and a paid company shutdown between December 24th through New Year's Day
                  • Our contemporary work environment includes a relaxed dress code - if you're comfortable, we're comfortable
                  • Our health benefit offerings start on day one, all with significant premium contributions from Gongos
                  • Traditional and Roth 401K plans, offering a 100% company match for up to 3% of your salary and a 50% match on the next 2%, available on your first day of full-time employment
                  • We offer 50% tuition and book reimbursement (up to $3,000/year), available at one year of full-time employment
                  • Our celebrated culture includes company outings such as our Tigers game day, Cinco de Mayo celebration, Annual Golf Outing, 5k runs, and lots more
                  • Gongos Gives is our internal initiative that organizes charity events throughout the calendar year to keep us engaged within our community
                  • Our new state-of-the-art headquarters located in downtown Royal Oak, Michigan captures the vibrant city atmosphere with a progressive and agile work environment

Keywords: Gongos, Inc., Royal Oak , IT Support Analyst, Professions , Royal Oak, Michigan

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