Analyst, IT Support

  • TBD
  • New York, NY, USA New York NY US
  • Permanent, Full time
  • Fiera Capital Inc
  • 09 Jul 18 2018-07-09

Reporting to Infrastructure Engineer, the IT Support Analyst will provide Level 1 & 2 technical and operational support for approximately150 internal employees.


  • Escalate and track issues until resolved
  • Provide desktop, mobile, and end user support services encompassing a wide variety of hardware and software applications
  • Serve as primary support for desktop, phones, mobile devices, VPN, Citrix Receiver, Office and desktop applications, wireless connectivity, video conferencing, etc.
  • Organize and maintain standard operational procedures for domestic and global sites.
  • Participate in the evaluation of new products and make recommendations to improve the quality and efficiency of the operations


  • An Associate’s degree in Computer Science, Information Technology, or a related field, OR completion of a two (2) year accredited vocational training program in information technology or a related field; AND  relevant information systems experience


  • Minimum of 3 years of job-related experience in a Microsoft environment. 
  • Experience working with enterprise ticketing system.
  • Ability to build trusted relationships with the users they support
  • Strong analytical, oral and written communication skills required for customer interaction, problem description and problem solving
  • Good customer service skills, due to significant contact with our users.
  • Ability to handle multiple assignments with changing priorities while still meeting deadlines.
  • Ability to learn new technical skills as required for the job using documentation and other available resources.
  • Knowledge and experience working with Microsoft desktop/laptop systems, Windows 7, 10 and Microsoft Office Suite 2013 and higher required.
  • Basic understanding of Microsoft Active Directory and Exchange network.
  • Ability to work both independently and within a team environment