Ref No.: 17-08223
Location: San Francisco, California
Position Type:Direct Placement
Start Date: 08/31/2017
IT Analyst
Location: San Francisco, CA
Duration: Permanent/Direct-Hire


SUMMARY
The Technical Analyst works closely with the IT team in providing end-user desktop support for PC/Microsoft and MAC/Apple hardware and maintains inventory for both. This position requires very strong communication skills with a focus on customer service, and problem solving. Candidates must be team, process and project oriented, and efficient in completing assigned tasks individually or as part of a team. Candidate must also possess a strong technical knowledge of both Microsoft and Apple products and be able to use that knowledge to analyze, and resolve technical issues. This role is a source of process improvement, ideas and consistent documenting of solutions, and systems. There is a significant contact with the user community.

ACCOUNTABILITIES
The Technical Analyst will be required to:
  • Analyze issues and formulating solutions
  • Troubleshoot system, application and HW issues
  • Supervise and ensure helpdesk tickets are closed within appropriate timeframes
  • Prioritize helpdesk tickets to ensure critical issues are identified and resolved
  • Work directly with customers to solve problems
  • Use external information to research and resolve issues
  • Perform routine system maintenance
  • Install and configure Microsoft and Apple hardware and software
  • Implement rollouts for new hardware and software installations and upgrades
  • Document processes and systems
  • Order, track and maintain company assets
  • Perform computer backups and restores
  • Significant direct interaction with customers, requiring strong interpersonal skills with heavy focus on client relations
  • Document solutions, systems and procedures
  • Consistently share solutions with peers
  • Consistently update Remedy tracking system with status and fixes
  • Serve as source of ideas for improving systems and for setting direction
  • Stay current on changes in technology and perform product evaluations
  • Complete assigned tasks on time
  • Accurately estimate duration of efforts
  • Any tasks as assigned

REQUIREMENTS
Candidates are expected to have a minimum of:
  • Bachelor's degree in related field preferred
  • 2-4 years of experience required
  • Must have full working knowledge of Mac OSX and Adobe Creative Suite, Adobe InDesign, Illustrator, Photoshop and Microsoft Office
  • Advanced-level technical knowledge of supported technologies and problem analysis capabilities
  • Work well as an individual and as part of a team
  • Ability to multi-task in a fast paced environment
  • Desire to learn, take the initiative and assume responsibility
  • Strong verbal and written communication skills
  • Ability to follow documented commonly used concepts, practices, and procedures
  • Flash, Web, and Unix experience a plus
  • Experience supporting digital and print production teams in an Advertising Agency
  • Technical Associate's degree required, Bachelor's degree in a computer-related field preferred
  • Experience working in a heterogeneous technical environment
  • Experience implementing best-practice processes and procedures
  • Experience working as a member of a project team