IT Support Analyst

Seattle, WA

Dotdash Meredith is looking for an IT Support Analyst in the Greater Seattle Area to join the Service Desk team with a demonstrated record of technical competence and exceptional customer service. This role will provide desktop and systems support to our team. Your role will support our Mac OS, Windows 10 environments, mobile devices, and various SaaS applications used within the organization. You will also participate in our on-call rotation.

About Your Contributions:

  • As part of the Service Desk team, you will provide support to our internal customers with desktop support issues, primarily remotely, but preparing for on-site support.
  • Troubleshoot and resolve issues on Mac OS and Windows computers.
  • Create, manage, and solve tickets, ensuring completion within our departmental SLAs.
  • Onboard new employees and deploy hardware refreshes to existing employees.
  • Provide conference rooms support, ensuring effective video and audio conferencing.
  • Provision user accounts in Active Directory, Okta, G Suite, Slack, Atlassian Suite, and other systems.
  • Manage hardware repairs with vendors.
  • Assist with management and auditing of hardware inventory, as well as software site licenses.
  • Create, manage, and maintain end-user technical documentation.
  • Support Zoom Phone and Zoom video conferencing.
  • Assist with ad-hoc and team projects as needed. 

About You:

  • 2+ years of experience in a technical support role
  • Bachelor’s Degree preferred
  • Mac OS and Windows 10 proficiency
  • Knowledge of G Workspace and Office 365
  • Basic networking skills
  • Strong desire to learn new technologies and systems
  • Zoom and Zoom Room support experience
  • Comfortable working with ticketing systems such as Zendesk
  • JAMF experience is a plus
  • Experience as an administrator of enterprise SaaS applications
  • Ability to work occasionally after hours and weekends for maintenance and as part of our on-call rotation.
  • Industry certifications are a plus

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