Sr. IT Support Analyst ›
Filevine
IT, Customer Service
Salt Lake City, UT, USA
Posted on Apr 26, 2025
Responsibilities
- Provide excellent customer service and timely support for our global workforce via our ticketing system, DM requests, and/or in-person support.
- Manage the employee onboarding and offboarding processes. This includes: provisioning access and laptops, managing procurement and shipping logistics, running first day onboarding sessions, access termination, and all communications in between.
- Collaborate with other departments, such as People (HR, Recruiting) and Finance to insure a first class experience for new employee onboarding, offboarding, and role changes.
- Maintain and manage all endpoints with our MDM system. Running regular audits to ensure accuracy and compliance with company policies.
- Contribute to larger IT projects that will add value to our organization increasing business efficiency and employee productivity.
- Train IT Analysts and Helpdesk Admins on proper processes and procedures, including the use, maintenance, and administration of the ticketing system, service catalog, and various inventories.
- Provide leadership for the Analyst and Helpdesk groups, communicating the goals and assignments passed down from the management and executive teams. Report up to the IT Director on project and task progress, completion, and blockers.
- Collaborate with System Administrator group to assist and support projects and tasks as needed and required.
- Cross-train with System Administrator group to cover gaps and absences as needed.
- Provide AV support for company-wide meetings/events and after-hours emergency support.
- Provide tier 2+ support to lower level Help Desk admins with escalations.
Qualifications
- 3-5 years of experience in a fast-paced, corporate IT environment
- Expert knowledge of the macOS ecosystem and Windows required
- Advanced proficiency in MDM solutions (bonus points for certifications)
- Advanced proficiency working with core IT systems and other IT management tools
- Expert knowledge with ticketing or helpdesk systems
- Advanced experience with troubleshooting AV and conferencing equipment
- Ability to think critically, communicate well, and take initiatives
- Advanced understanding of networking infrastructures, terminology, and hardware
- Advanced understanding of standard corporate security practices (bonus points for security certifications).
Preferred Qualifications
- Bachelor of Computer Science
- Certifications including networking are preferred: A+, CCNA, COMPTIA