Support Analyst

5 days ago


Hartford, United States CapSpecialty Full time

**Support Analyst**

**Hartford, CT**

Want to join an exciting and collaborative company that offers competitive compensation and benefits packages - including an innovative open vacation plan; generous paid sick and family bonding leave; fully vested matching 401k; Company Paid Life Insurance, Short Term & Long Term Disability plans; professional and educational growth opportunities, flexible and casual work environment, and recognition for exceptional performance?

CapSpecialty is seeking a Support Analyst who provides technical support to end users on a variety of IT-related issues. The Support Analyst identifies, analyzes, researches, and resolves technical issues related to computer hardware and software, network devices, network security, collaboration tools, and remote computing. Provides one-on-one training and documentation relating to software and hardware usage, policies, procedures, and employee onboarding.

**Duties/Responsibilities**:

- Document, troubleshoot and resolve, and/or escalate incidents to ensure a timely resolution. Follow-up with end users as needed to ensure satisfactory resolution of incidents.
- Work with the Head of End User Support to ensure adequate coverage and the efficiency of the Help Desk is maintained.
- Effectively prioritize work requests and resolve and/or escalate work requests to proper IT staff. Ensure that the success of the team and its support of the company is priority.
- Provide IT-related orientation for new employees as part of the corporate onboarding program.
- Other tasks as assigned.

**Supervisory Responsibilities**:
None.

**Core Competencies**:

- Excellent communication skills, a composed demeanor, and patience.
- Ability to manage difficult customer situations, elicit customer feedback, analyze, and resolve complex customer issues.
- Intermediate knowledge of Microsoft software products, computing hardware, software, and network devices.
- A good understanding of Microsoft Active Directory, Office365, and Windows operating systems needed.
- Ability to manage and administer software distribution solutions such as Microsoft's Endpoint Configuration Manager is preferred.

**Education and Experience**:

- Associate degree in computer related field, or equivalent.
- 1-2 years of related experience with a general understanding of the fundamental areas of IT end user support.
- Experience with providing direct customer-facing and deskside technical support.
- CompTIA A+, Network+ or Microsoft 365 Modern Desktop Administrator Associate (MDAA) certification desired.
- Strong decision-making skills, understanding how to prioritize work and the ability to multitask are required.
- Consistent level of commitment showing initiative and the desire to provide the best customer support possible is mandatory.

**Physical Demands**:

- Prolonged periods of sitting at a desk and working on a phone and computer.
- Ability to lift equipment that may exceed 50 lbs.

**FLEXIBILITY WITH WORK SCHEDULE WILL BE REQUIRED, INCLUDING POSSIBLE ROTATIONS WITH EARLY START TIMES, LATE EVENINGS, AND/OR WEEKEND COVERAGE.**

CapSpecialty is a leading provider of specialty insurance and bonds for small
- Equal Employment Opportunity Employer_



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