Job Information
GS1 US Senior Technical Analyst in Ewing, New Jersey
Senior Technical Analyst
Information Technology
Ewing, New Jersey
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Description
Are you ready for a change? At GS1 US, employees at every level play a vital role and provide a meaningful voice on issues that affect consumers across the country. We are a small company with a world-class culture , and we make a huge impact on the way the world does business.
What is in it for you:
As a Sr. Technical Analyst at GS1 US, you have the opportunity to make an impact on the way the world does business. And you’ll do it in a high performing, stable, and financially sound company. In addition, you’ll be part of a fun and hardworking team that is passionate about enabling the success of our users, and solving problems.
Our world-class work culture is something we are proud of and work on continuously. Providing work culture feedback at GS1 US is not just ok, it’s expected AND acted upon. Your voice matters at GS1 US.
Who you are:
You demonstrate outstanding customer service abilities and maintain a proactive and positive demeanor while operating in a highly dynamic environment. As a collaborative team member, you exhibit exceptional communication skills, allowing you to effectively engage with a diverse range of end-users.
Your adeptness at multi-tasking empowers you to handle several high-priority assignments with minimal oversight. You possess strong troubleshooting and problem-solving capabilities. Additionally, you are a quick learner, able to assimilate new technologies and procedures efficiently.
You hold a bachelor’s degree in computer science or a related field and have at least five years of experience in IT support. You are well-versed in Windows 10/11 Professional, Microsoft Office 365, and Azure.
What you will do:
As a Sr. Technical Analyst, you will provide general network and computer support to internal customers. You will function to support and resolve desktop, laptop, mobile device, server administration, and hardware functions.
In this role, you will be responsible for; immediate analysis of customer problems; implementation of resolution action to restore function and avoid recurrence; act as the single point of contact for problem resolution; record all incidents; maintain accountability and ownership until the issue is resolved; create documentation to be later used for reference regarding troubleshooting issues; and perform customer follow-up.
Essential Duties & Responsibilities (other duties may be assigned):
Superior time management and organizational skills to:
Manage all workflow coming into the IT Support Team via FreshService.
Coordinating and balancing the work requests from both internal and remote personnel.
Monitor team tickets to ensure support procedures are being followed. Ensure Technical Support Analyst team response to user requests in a timely and efficient manner in accordance with SLAs for Corporate Systems and Websites. Provide regular (weekly/monthly) reports on performance against SLAs as needed.
Act as lead on projects implementing IT Best Practices/Policies across GS1 US.
Demonstrate strong management skill to be able to:
Coordinate multiple, concurrent projects ensuring work completes within the defined scope, timelines, and appropriate escalation when it appears to be in jeopardy.
Identify and manage risks with timely reporting and escalating of such risks and issues to his/her manager.
Provide weekly status reports on team’s activities/projects to his/her manager.
Exceptional analytical ability to diagnose and troubleshoot hardware/software problems.
Utilize critical thinking skills to provide technical leadership and consultation to team members for resolving challenging problems.
Excellent problem-solving skills to meet the challenges while serving as:
High-energy achiever with high focus on providing excellent customer service.
Mentor team members to ensure that they are being productive, efficient, and motivated to elevate the level of customer service provided.
The first line of response to follow-up on support issues with dissatisfied users to ensure that problems are resolved and gather feedback on how support can be improved.
Serve as the escalation point for IT Support issues as needed.
Provide IT Support as it relates to the following:
Champion and support IT strategy, mission, vision, metrics and reporting, policies/procedures, and standard operating guidelines.
Administer user additions, deletions, and changes, utilizing Microsoft Active Directory (Azure AD (Entra)/On-Prem AD).
In-depth knowledge of Office 365 Administration, including but not limited to Exchange Online, SharePoint/OneDrive, Entra, and other Office 365 tooling.
Strong skillset managing Office 365 and Azure AD.
Install, maintain, and troubleshoot users' laptop hardware/software.
Research, and resolve technical problems to gain successful resolution.
Install and support printers and other peripheral devices (e.g., scanners).
Provide desktop support for technical and non-technical employees.
Manage and maintain desktop/laptop images.
Manage and maintain meeting room equipment.
Evaluate software/hardware and provide recommendations on the procurement of peripherals or replacement parts/equipment from outside vendors as needed.
Implement process improvements on an ongoing basis.
Maintains inventory of equipment and related software.
Monitor Jira for new issue received via email or escalation for an existing issue.
Interface with Infrastructure and other cross-functional teams on special projects requiring IT Support.
Participate in Disaster Recovery policy and procedure planning, testing and execution.
Collaborate on on-call rotation schedule as needed.
Ready to be part of a team that believes the identification of everything makes anything possible? Apply today – we can’t wait to hear your story!
GS1 US is an Equal Opportunity Employer - All qualified applications will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin.
GS1 US is not accepting unsolicited resumes from search or staffing firms. All resumes submitted by search or staffing firms to any employee at GS1 US via-email, internet or directly without a valid written search agreement will be deemed the sole property of GS1 US, and no fee will be paid in the event a candidate is hired by GS1 US.