Alvarez & Marsal-

IT Service Desk Analyst

Overview:

The position of IT Service Desk Analyst will be based in theNYC office and be part of the remote team to support all US and International users by email, telephone and/or direct contact for technology related problems. The IT Service Desk Analyst will provide diagnosis, resolution, or escalation to other service desk, engineering and/or applications development groups using our internal incident management system. In addition, the IT Service Desk Analyst is responsible for accurately logging incidents and requests for service, understanding and interpreting all support requests, providing documentation and resolution for our internal knowledge base, assisting our technology support team in monitoring, maintaining, securing and optimizing our network, hardware and software systems, and work on other assigned projects that will provide technical solutions to our user community through information support requests or as directed.

Alvarez & Marsal IT Team places a strong emphasis on customer service, first contact resolution, attention to detail, start-to-finish issue handling, professionalism, accountability, work documentation, and teamwork. A candidate for employment must demonstrate both great customer service and team work. Moderate travel may be required of this position to other offices. The candidate for this position must be able to set an expectation level for an issue and deliver on that expectation. The candidate must also be able to be self-sufficient and able to appropriate and manage their own workload as needed. A common-sense adaptive approach to difficult situations that fall outside of normal process is necessary. Effective communication is a requirement of the position as well as resourcefulness in finding solutions.

Responsibilities:

-Facilitating service desk walk-ups and utilizing internal ticket documentation tool & knowledge to complete support opportunities

-Analyze, diagnose, document, resolve and, escalate reported issues and outages in a timely manner including listed supported applications.

Manage and execute against new and assigned tickets within company's ITSM/ESM platform, currently ServiceNow.

-Assist Level L2.5-L3 engineering/operation administrators with infrastructure applications/hardware

-Mentor and/or coach teammates at front line support (Level 1 service desk)

-Administer our company core applications via internal management consoles

-Configure, install, and troubleshoot laptops/mobile devices/printers

-Respond to all user support inquiries globally and at the primary office location

-Maintain on-site hardware and software inventory for asset management

-Provide assistance to service desk staff with other duties as assigned

-Contribute to on-going technology projects and corporate objectives

-Partake in unofficial and official trainings in support of self and team's professional growth and knowledge development.

-Some weekend and afterhours support may be required

-Light business travel potentially

Supported Applications:

Desktop support for A&M internal baseline applications. Support and troubleshooting include: MS office 2010-O365 suites, Adobe Reader/Standard/ Pro, Citrix Xen Client, Commvault, Cisco AMP, OpenDNS Umbrella, Sophos, Cisco Jabber, Cisco CUCM, Cisco WebEx, Cisco Spark, Cisco AnyConnect, JAMF, Active Directory, AD Azure, MS InTune, MS Folder permissions, Direct Access, Bit locker MBAM, Cisco VPN, Internet explorer 11-Edge, Java, Labtech ConnectWise, SCCM, Video and Audio Conferencing administration, Apple iOS, Android, Windows Mobile OS, 2FA/MFA mobility support, Lenovo, Dell & HP Hardware, VOIP connectivity troubleshooting, Asset Management documentation, LAN/WLAN/TCP/IP troubleshooting, Share drive troubleshooting, Intralinks, SharePoint, A&M Docs/Salesforce, Malware removal, Mimecast, network Printer support, Okta, Azure SSO, OneDrive, BOX and laptop imaging via PX/E boot and other services.

Experience and Qualifications:

-College background in the technology field preferred

-4+ years of Information support role experience in help desk environment or technical support services

-Possessing one or more of the following certifications preferred but not mandatory: Microsoft Certified Professional - MCP, MTA, MCTS, MCSA, A+, N+.

-Extremely strong written and verbal communication skills

-Strong understanding of MS Office 2010/2013/O365 (Outlook, Word, Excel, Power Point, etc.)

-Proven background with customer service and able to handle stressful and time-sensitive situations

-Conceptual knowledge and experience supporting and/or administering Windows 2008-2012 R2 servers or services in a domain environment including thorough knowledge of Active Directory and moderate knowledge of User/Group administration, RSAT, DNS, DHCP, Group Policy, event logs

-Telephone customer service experience preferred

-Fundamental understanding of PC hardware/software and connectivity components

-Experience with Windows 7-10 Operating Systems, Mac OSX experience is preferred but not required

-Knowledge of TCP/IP/LAN/WAN networking, remote access VPN technology, TCP/IP

-Basic understanding of ITIL based structure and IT service life cycle management

-Exposure to IBM/Lenovo ThinkPad/ Dell / HP/ MS Surface/ MacBook/ iPhone/ Android hardware preferred

-Previous experience and strong knowledge with ITSM incident management/tracking system required.

-ServiceNow experience preferred but not necessary.

Diversity & Inclusion

A&M's entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work-guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity-are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity and we foster inclusiveness. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Voluntary Inclusion

It is Alvarez & Marsal's policy to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, sex, sexual orientation, gender identity, family medical history or genetic information, political affiliation, military service, pregnancy, marital status, family status, religion, national origin, age or disability or any other non-merit based factor in accordance with all applicable laws and regulations.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.