Enterprise Analyst L1 (IT Support)

TL;DR

Enterprise Analyst L1 (IT Support): Providing first-point-of-contact IT support for employees and partners with an accent on break-fix resolution and customer service. Focus on resolving technical issues across Windows, Mac, and Office 365 environments while adhering to SLA targets.

Location: Onsite in Englewood Cliffs, New Jersey. Shift: Overnight 11pm – 7am, Sunday night – Thursday night.

Salary: USD 65,000 - 80,000 yearly

Company

A leading media conglomerate owning iconic brands such as CNBC, USA Network, and Rotten Tomatoes.

What you will do

• Act as the primary point of contact for IT support via phone, chat, and in-person at the TechBar.
• Provide break-fix support and resolve technical issues at first contact.
• Triage and fulfill customer support requests across the enterprise IT landscape.
• Collaborate with the Enterprise Operations group to ensure service expectations are exceeded.
• Monitor and deliver against defined team performance targets.

Requirements

• Must be able to work onsite five days per week in Englewood Cliffs, NJ.
• Availability to work the overnight shift: 11pm – 7am, Sunday night through Thursday night.
• Experience with Windows, Mac OSX, Office 365, Active Directory, and mobile device management (MDM).
• Previous IT support experience and a fundamental understanding of ITIL.
• Proven experience performing and managing tasks against defined SLA targets.
• A home environment suitable for part-time remote work (quiet area and stable internet).

Culture & Benefits

• Competitive yearly salary range.
• Comprehensive benefits including health insurance and retirement plans.
• Paid time off.
• Dynamic work environment within a major news, sports, and entertainment company.