Description:
We are looking for an experienced and proactive IT Support Analyst to join our technical support team. The ideal candidate should have prior Helpdesk experience, hands-on knowledge of Citrix environments, and familiarity with Azure DevOps-based monitoring and reporting. This role involves providing end-to-end support for users, ensuring systems remain operational and secure through consistent monitoring, troubleshooting, and timely issue resolution.
The position operates in rotational shifts (4:00 a.m. – 12:00 p.m. EST and 12:00 p.m. – 8:00 p.m. EST) to maintain full-day coverage and seamless shift handovers.
Roles & Responsibilities
- Monitor system dashboards and alerts to prepare daily operational readiness reports.
- Review and manage conferencing device status and perform remote troubleshooting or reboots when needed.
- Manage Citrix sessions, including terminating inactive sessions and resolving login or performance issues.
- Diagnose and troubleshoot VPN, VDI, and Wi-Fi connectivity problems.
- Install, configure, and troubleshoot printers, applications, and hardware peripherals such as docking stations, cameras, and monitors.
- Provide end-user support for Office 365 and other corporate or third-party applications.
- Perform driver updates, firmware installations, and ensure systems are up to date.
- Handle account unlocks, password resets, BitLocker recovery, and MFA reconfiguration in line with company security procedures.
- Maintain accurate and detailed records in the ticketing system, ensuring timely updates and proper documentation.
- Coordinate handovers between shifts, ensuring consistency and clarity in ongoing support activities.
- Follow defined SLAs, escalation procedures, and operational standards to ensure reliable and prompt issue resolution.
- Participate in team meetings, knowledge-sharing sessions, and contribute to improving helpdesk operations and documentation.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 2–4 years of prior Helpdesk or Technical Support (L1/L2) experience in a corporate environment.
- Proven experience supporting and troubleshooting Citrix environments.
- Solid understanding of:
- Windows operating systems, Active Directory, and Office 365 administration.
- Network fundamentals including VPN, VDI, and Wi-Fi support.
- Common hardware and peripheral troubleshooting.
- Experience with ticketing systems such as Azure DevOps, ServiceNow, Jira, or equivalent.
- Strong problem-solving skills with attention to detail and the ability to prioritize multiple tasks.
- Excellent communication skills with a customer-focused approach.
- Flexibility to work in rotational EST shifts for continuous support coverage.