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Senior Support Analyst

3 months ago

Philadelphia, United States CareerBuilder Full time

Cadent powers the evolution of TV brand advertising. We provide marketers, agencies, operators, and media owners with data-driven solutions for buying and selling TV advertising. By connecting brands with opportunities across national inventory sourcescable, broadcast, and digital mediaour technology improves efficiencies and boosts the results of linear, addressable, and cross-screen campaigns. Right now we are seeking a seasoned Senior Support Analyst to join our IT department. This role is critical in ensuring the seamless operation of our IT service support, serving as a knowledgeable expert both for our teams and for our end-users. The successful candidate will be an essential escalation point and possess a strong understanding of the IT infrastructure, tools, and best practices. About You: You have a customer service mindset You are a techie at heart You understand the value of documentation and knowledge sharing You have a proven ability with O365, O365 Admin, Zoom, Citrix, and other software tools for troubleshooting and support. What You Will Do: Serve as the main point of contact and escalation for IT service desk inquiries, ensuring timely and effective resolution. Provide in-office technical support for: Deskside support AV support Printer/networking support Desk setup/moves Triage incidents and requests to ensure proper categorization and assignment. Perform New Hire IT onboarding/offboarding activities. Administer and manage user accounts through Active Directory. Operate device management tools, including JAMF, Citrix, Manage Engine, Intune, and Okta. Utilize ServiceNow for ITIL-based tasks, both as a user and an admin. Engage in proactive problem management, process management, incident management, request management, knowledge management, and other ITIL/ITSM principles. Write and update Knowledge articles for both IT teams and end-users. Recognize and analyze trends through reporting tools to suggest improvements. Translate technical details into a user-friendly manner for non-technical end-users. Uphold the highest standards in knowledge, asset, incident, and request management. Function as a subject matter expert, providing insights and solutions to the team and end-users. Provide on-call support as needed Collaborate with Engineering and IT Teams as required. Your Skills: Minimum of 3-5 years of professional experience as a Technical Support Analyst Bachelors degree in information technology or related field (preferred) Certified in ITIL (preferred) Comprehensive understanding of ITIL/ITSM principles Proficient in Desktop (Windows and Mac) and Mobile OSs Knowledgeable with PowerShell scripting (preferred) Demonstrated capability of performing white-glove service to C-level end-users If the leading edge of media technology is the place you want to be, please contact us today and lets start the conversation Cadent is an Equal Opportunity Employer and is committed to supporting all its employees when it comes to Inclusion & Diversity. Cadents policy is to provide equal opportunity for applicants & employees without regard to race, color, religion, creed, gender, gender identity or expression, sexual identity or orientation, age, national origin or ancestry, citizenship, disability or medical condition (including pregnancy, childbirth, or related medical condition), sexual and reproductive health decisions, genetic information, marital status (including domestic partnerships and civil unions), pregnancy, culture ancestry, familial or caregiver status, military status, veteran status, socioeconomic status, unemployment status, status as a victim of domestic violence or any other basis prohibited by law. and will not discriminate against the basis of disability. This commitment is honored when it comes to decisions on hiring, recruiting, training, promotions, compensations, benefits, transfers and terminations.Cadent is seeking to actively engage with our employees from a wide variety of cultures and to connect with our clients differently. Our workforce has generational diversity that supports greater innovation when we maximize representation of all diversity. Our active employee resource groups promote engagement across all groups of individuals that are represented within the company and externally