IT Support Analyst
Job Description
INTRODUCTION
About FGS Global –
FGS Global is a strategic advisory and communications consultancy, with over 1200 multidisciplinary experts across the world’s major financial, government, business, and cultural centers. The firm is an acknowledged leader in crisis, corporate reputation, public affairs and capital markets, M&A advisory and boardroom communication counsel. FGS Global supports its clients in addressing a myriad of stakeholder concerns by leveraging its research and insights, media placement, content, digital, and data capabilities. The company was created in December 2021 by combining Finsbury, Hering Schuppener, The Glover Park Group, and Sard Verbinnen & Co. FGS Global serves its client base from 27 cities worldwide, including U.S. Offices in New York, Washington, D.C., Los Angeles, Boston, Chicago, San Francisco, South Florida, and Houston.
POSITION SUMMARY
The IT Support Analyst will provide first and second line technical support to ~1300 staff and ~28 global offices. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner.
THE ROLE
Job Responsibilities
- Respond to and resolve all IT support calls/emails for all locations.
- Provide IT Support for all employees, in offices and working virtually.
- Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
- Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
- Support meeting room and video conference facilities, including systems like Teams and Zoom.
- Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
- Manage hardware asset inventory and equipment lifecycle.
- Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
- Work closely with other IT professionals and departments to understand and address their IT needs.
- Minor travel occasionally required (less than 10%).
THE PERSON
Technical Knowledge & Experience Required
- 5 years of relevant experience.
- Knowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
- Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
- Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc).
- Strong understanding of networking concepts and technologies.
- BA/BS degree in Information Technology, Computer Science, or related field is a plus.
- Excellent documentation and process skills, and discretion in handling confidential information.
- Relevant technology certifications desirable.
- Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.
- Experience with JAMF
District of Columbia Salary Range
$90,000—$95,000 USD
We offer medical, dental and vision plans, life insurance, short-term disability, long-term disability and AD&D plans, 401(k) with company matching contribution, technology reimbursement, discretionary bonuses, and paid time off to eligible full-time employees.
FGS Global provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability, or genetics. In addition to United States federal law requirements, FGS Global complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
When you submit an application, we collect certain personal information about you for the purpose of evaluating your qualifications for the position. For more information about our privacy practices, please visit our privacy policy at https://fgsglobal.com/privacy.
