Senior Tech Support Analyst

Job Title: Senior Tech Support Analyst

The Sr. IT Support Analyst is the senior technical resource for on-site end-user support. You will own the most complex and highest-severity hardware, software, and access issues, along with the local IT environment: assets, imaging, conference room AV, and site servers and network equipment. You will also serve as the go-to person for the other IT Support Analysts, sharing your expertise through informal coaching and clear documentation, and stepping in to run team meetings when IT leadership is unavailable.

You are the face of IT for the local office: a trusted advisor to business stakeholders and the first call for executives who need priority support.

RESPONSIBILITIES

• Deliver hands-on support

• Provide priority support to the executive team

• Troubleshoot and resolve standard, high, and critical severity cases on Windows 11 and macOS, including Dell and Lenovo systems, MacBook Pro, and Mac mini

• Support remote users via VPN (FortiToken experience preferred), GoToAssist, and Jamf Connect

• Administer onboarding and offboarding, including accounts, permissions, and access rights

• Monitor work orders and the incident management system to keep tickets moving toward timely resolution

• Own the local environment

• Manage site assets, including hardware and software inventory, deployments, upgrades, refreshes, and procurement thresholds in partnership with the IT Support Manager

• Support and troubleshoot conference room AV systems

• Image computers and help maintain imaging servers and images

• Help manage local servers (file, print, backup) and network equipment (routers, switches, UPSs) to keep connectivity reliable across workstations

• Support the team

• Act as a technical resource and escalation point for IT Support Analysts, with coaching as needed

• Document procedures and share knowledge so support is consistent across the team

• Run team meetings in the absence of IT leadership

• Partner and improve

• Build strong relationships with the General (Office) Manager, your direct supervisor, and business stakeholders

• Work with Corporate IT NOC, Telecom, Ops/Apps, and vendor support on outages and troubleshooting

• Work with various Corporate IT groups to plan, test, and implement desktop automation initiatives and business applications

• Suggest improvements to user support processes and contribute to special projects

REQUIREMENTS

Education & Certification

• B.S. degree in the field of Information Technology (or equivalent) and a minimum of 5 years of equivalent work experience are required.

• Certifications like CompTIA A+, HDI, CCNA, ITIL, and Google IT Support Professional Certificate, are a plus

Knowledge & Experience

• Mentoring/coaching team members.

• Extensive application support experience with Google Workspace, and Microsoft Office 365.

• Working technical knowledge of current network hardware, protocols, and standards

• Hands-on hardware troubleshooting experience with corporate endpoints

• Experience with virtualization or virtual machine such as Hyper-V or VMware

• Working technical knowledge of computer imaging tools.

• Working knowledge of MAC Mini and Macbook Pro

• General knowledge of IT security practices.

• Strong written and oral communication skills.

• Strong interpersonal skills.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Strong customer service orientation.

• Experience working in a team-oriented, collaborative environment.

• Experience with PowerShell

• Working technical knowledge of network and PC operating systems, including Active Directory, Windows 11, and VPN

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to start at $60K and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.

In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.

Internet Brands, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.

Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).

Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra