Information Technology Support Analyst

FirstService Residential is seeking an IT Systems Specialist to work out of our Manhattan office. The job duties and responsibilities include, but are not limited to, the following:

• Support end user technology and maintain 100% availability of all IT-related systems and software to give Regional Offices and On-Site Locations a competitive advantage, improved profitability and provide exceptional customer service
• Manage internal and external client relationships and expectations during escalated issue process
• Effectively communicate with team, associates, and Leadership (where appropriate), any pertinent information relevant to the task at hand
• Ensure that all work performed is documented in ServiceDesk; this must be done in a timely, accurate and detailed manner, with follow up to resolution
• Ensure users/customers are provided professional, courteous, and timely support and service
• Occasionally travel to other offices and sited locations when needed
• Active Directory - Manage user's accounts, assign, and remove permissions, reset passwords
• Create and disable accounts.  Office 365 and Office applications (Outlook, Word, Excel)
• Manage maintenance of all hardware (desktops, laptops, printers, and peripherals) and software
• Conduct user training on an as-needed basis
• Analyse, program, test, document, and implement tasks for systems development projects
• Analyze program requirements from business requests or functional specifications
• Assist with designing program specifications as needed by the business
• Develop programs as needed
• Write code according to specifications provided
• Produce required technical documentation, related to data and coding, on assigned projects
• Participate in implementation of new systems, enhancements and/or upgrades to current systems to ensure smooth migration from development to production environment
• Support new applications
• Ensure the successful operation of existing application

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• 1-3 years' experience in IT
• Combination of Associates Degree and IT related certifications (Microsoft, CompTia, Cisco) is desirable
• Proficient in English. Bilingual helpful
• Strong customer orientation
• Strong troubleshooting skills
• Excellent interpersonal and communication skills
• Strong written and verbal communication skills
• Ability to quickly learn new technologies
• Basic knowledge of Cisco telepresence devices, phones, and Meraki appliances
• Familiarity with Citrix desktops, apps, and VPN technologies
• Experience with remote support tools (GoToAssist, ManageEngine)

Technical Competencies:

• Expert Level with Microsoft Windows 10
• Proficient in Active Directory, Citrix, Office 365 and M.S. applications
• Technical skills and experience in Local and Wide Area Network
• Printer, Workstation, Server Hardware
• Anti-Virus/Malware/Spyware Software
• Remote Desktop Technologies
• Virtualization
• Routers and Switches (Cisco)
• Firewalls (Cisco ASA, SonicWALL)
• TCP/IP, DNS, DHCP, WAN, LAN, VOIP, WLAN
• Data Backup
• Experience with SDLC processes, Unix, Shell and Python scripting