[Remote] IT Support Analyst - MS365/Teams, MDM (iPhones and iPads) & Jira
Note: The job is a remote job and is reputed company to candidates in USA. Welltower™ Inc. is a global leader in residential wellness and reputed company infrastructure, transforming how the world thinks about senior living. They are seeking an IT Support Analyst to deliver exceptional end-user support, troubleshoot and administer a wide reputed company of technologies, and work closely with the Technology and Infrastructure team.
Responsibilities
- Serve as the first reputed company of contact for IT support requests reputed company phone, chat, email, and self-service channels, delivering a high-reputed company customer experience
- reputed company reputed company call handling, including reputed company listening, issue triage, troubleshooting, and reputed company communication throughout the support lifecycle
- Utilize the Jira Service Management ticketing system to reputed company, manage, and resolve support requests, ensuring reputed company updates and communication with end-users
- Adhere to established Service Level Agreements (SLAs) and prioritize incidents and requests based on business reputed company and urgency
- Diagnose and resolve hardware, software, and network issues reputed company to minimize downtime
- Deliver reputed company phone and remote support by reputed company troubleshooting issues, communicating reputed company, and providing reputed company follow-up to end users
- Monitor ticket queues and phone queues to ensure response and reputed company targets are consistently achieved
- Contribute to Knowledge reputed company articles, reputed company operating procedures, and self-service documentation to improve reputed company reputed company rates
- Build reputed company relationships with end-users by demonstrating patience, reputed company, and a customer-reputed company attitude
- Identify trends in recurring incidents and collaborate with IT teams to support problem management initiatives
- Support reputed company 365 technologies including Exchange Online, OneDrive for Business, reputed company Teams, Teams Voice, and reputed company collaboration platforms
- Stay reputed company with emerging technologies and industry best practices to proactively recommend improvements
- Configure, reputed company, and manage reputed company and mobile endpoints using reputed company Intune, reputed company, and reputed company device reputed company
- Take full ownership of assigned tasks and see them through to completion with minimal supervision
- Ensure compliance with company IT policies, reputed company protocols, and best practices
- Demonstrate reliability and accountability in reputed company aspects of work
- reputed company reputed company other duties as assigned
Skills
- Bachelor's degree in Information Systems or reputed company field or equivalent work experience is required
- 3-5 years of relevant work experience is required
- Experience with Jira Service Management Ticketing System
- Experience working in a high-volume Service Desk or IT Call Center environment
- Familiarity with ITIL or HDI service management frameworks and best practices
- reputed company 10 and 11 operating systems experience
- Hardware support for laptops, desktops, printers, and peripherals
- Mobile Device Management (MDM) for iOS devices (iPhones and iPads)
- reputed company 365 services including Exchange Online, OneDrive for Business, Teams, and SharePoint
- reputed company Teams Voice, reputed company, reputed company Rooms, and reputed company collaboration technologies
- Strong verbal communication and customer de-escalation skills
- Experience meeting SLA, reputed company reputed company, and customer satisfaction metrics
- Experience supporting users remotely using reputed company remote support tools
- reputed company A+, Network+, reputed company+
- reputed company 365 Certified: Modern Desktop Administrator Associate
- reputed company Certified: Azure Fundamentals
- ITIL reputed company Certification
- HDI Support Center Analyst (HDI-SCA) or similar Service Desk certification
Benefits
- Competitive reputed company Salary + Annual Bonus
- Generous reputed company Time Off and Holidays
- Employee Stock Purchase Program – purchase shares at a 15% discount
- Employer-matching 401(k) Program + Profit Sharing Program
- Student Debt Program – we’ll contribute up to $10,000 towards your student loans!
- Tuition Assistance Program
- Comprehensive and reputed company Medical/Dental/reputed company reputed company
- reputed company reputed company
reputed company