IT Support Analyst

This is a full-time position.

The IT Support Analyst will be a member of the IT Operations team, based in our Seattle office, responsible for providing application/hardware support to end users with Windows 8.1+, Mac OS X, Android, and iOS devices.  We are looking for a person with a deep passion for helping customers succeed through greater productivity and improved processes.
This person will be responsible for installing Windows and Mac OS X applications, and providing hands-on support as well as phone/remote assistance. This person must also have the initiative and ability to take a task and run with it as well as tackle other projects between tasks. Most of all, we are looking for a high performing individual with a solution-oriented focus and ambition for creating customer delight.
Required Skills & Experience
  • Strong customer service & communication skills
  • Experience supporting end users in multiple geographic locations
  • The ability to prioritize support requests while keeping response times in mind is immensely important
  • Experience or desire to train and support a wide variety of customers on cutting edge mobile and web applications
  • Solid desktop support/troubleshooting experience in a Windows-centric environment
    • Windows 8.1+ (about 80%)
    • Mac OS X (about 20%)
  • Experience imaging PC and Mac workstations using SCCM, Deploy Studio, Casper, or Ghost
  • Experience administering user accounts in Office 365, Active Directory and MS Exchange
  • Experience supporting a large volume of user mailboxes in Microsoft Exchange/Office 365
  • Microsoft Office 2013/2016 (Word, Excel, PowerPoint, Outlook) support
  • Mobile device management and troubleshooting in iOS and Android operating systems
  • Experience administering helpdesk queue and appropriately triaging tickets
  • Excellent process documentation skills
  • Participate in on-call rotation as necessary
    Additional Experience & Education
  • Knowledge of antivirus products (System Center Endpoint Protection, McAfee, Symantec)
  • Basic understanding of WatchGuard products and services
  • Office 365 administration experience preferred
  • Experience working with cloud-based applications (Box, OneDrive, Google Apps, Salesforce) in a business environment a plus
  • Some experience deploying company apps to mobile devices
  • Asset inventory management using automated tools
  • Vendor management and hardware procurement experience
  • Experience with Lenovo and Apple hardware (desktops & laptops) preferred
    As an Equal Opportunity Employer, we are committed to a diverse workforce

http://www.watchguard.com/wgrd-about/careers

Interested applicants can review the job posting and apply at http://www.watchguard.com/wgrd-about/careers; please ensure that applicants do not contact me directly with resume submissions.

 

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