IT Support Analyst

Overview:
The IT Support Analyst will provide 2nd tier hardware, software and general network support to local and remote end-users. The Analyst will support, monitor, test and troubleshoot hardware and software problems pertaining to desktops and local area network; provide end-user support for LAN-based applications; and install and configure workstations. As the primary contact for remote office support, this position involves extensive travel to DC Metro area office locations and personal transportation is required. The position will report to the IT Division Manager and will work closely with other team members and Vornado corporate IT staff to support all end users.
Candidate should have strong organizational skills with proven ability to operate with minimal supervision. Candidate must have the ability to effectively communicate both verbally and in writing. The IT Senior Support Analyst is responsible for complying with the operational policies and procedures established by Vornado/Charles E. Smith and Vornado Realty Trust.
Responsibilities:
Install, configure and troubleshoot software (MS Office 2010, Windows 7, Citrix, Juniper VPN and McAfee)
Install, configure and troubleshoot hardware (PCs, smartphones, iPads, printers and other peripherals)
Provides efficient IT support to senior executives
As a member of the Help Desk team, leads by example in the daily carrying out of help desk responsibilities
Uses effective desktop imaging and application deployment practices to minimize end-user issues (via Altiris Deployment Solution)
Perform daily backup tape rotation
Maintain and troubleshoot conference room audio visual equipment
Document incident resolution using the help desk ticketing system (BMC Remedyforce)
Work with outside vendors as needed
Interface with multiple business areas in order to communicate policies, procedures, changing technology requirements and act as a liaison to facilitate customer involvement and support
Maintain excellent communication with all end users and other team members and the Vornado corporate IT department
Transport and relocate equipment
Participate in after-hours on-call phone support rotation (includes evenings and weekends)
Execute other assigned tasks as delegated by the IT Division Manager
Other Skills/Requirements:
Ability to show confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
Ability to clearly communicate technical concepts to non-technical people
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
Ability to multi-task in a fast-paced environment
Up to 75% local (DC Metro area) travel to and from various properties
Personal transportation is required
Must be able to work both independently with minimal supervision and as a team member
Qualifications:
Education/Experience:
High School diploma or equivalent required
Bachelor's Degree, with a technical major, such as engineering or computer science preferred
4+ years setup, configuration, troubleshooting of desktop/laptop hardware and software in a networked environment
Certificates, Licenses, Registrations:
A+, Security+, Network+, HDI, MCP certifications preferred
Possess a current, valid US driver's license in good standing
Other Important Attributes:
Composed demeanor, pleasant, polished image and professional appearance, positive attitude and customer-oriented approach are priorities for this position.
Exercises good judgment uses discretion and keeps personnel matters confidential and keeps supervisor and HR apprised of employee-sensitive issues.
Ability to keep processes moving forward and take initiative as appropriate.
Must be reliable, dependable with excellent attendance, flexible and versatile.
Must be confident and capable when communicating with customers inside and outside the company.
Friendly, helpful team player with positive, customer-service attitude.
Upbeat
Friendly
Detail-oriented
Even-tempered
Helpful
Responsive
Positive, "will do" attitude (i.e., "How may I help you?" attitude)
The ability to work well and remain calm under pressure while continuing to be versatile and adapt to rapidly changing priorities.
Physical Requirements:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions to the extent the Company may do so without undue hardship.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions to the extent the Company may do so without undue hardship.
While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, outside weather conditions, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate.
Vornado/Charles E. Smith is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
EEO Employer/Vet/Disabled
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