End User Support Analyst, Information Technology

End User Support Analyst, Information Technology

Overview

NISA Investment Advisors, LLC (NISA) offers customized investment solutions for tax-exempt and taxable institutional clients.

NISA manages over $283 billion in fixed-income and equity securities and over $163 billion in derivative notional value.

We seek bright, motivated individuals who can contribute to our growing team of professionals. Candidates with a high degree of independent thinking, strong analytical and quantitative skills, and team-playing abilities are encouraged to apply.

Responsibilities

The End User Support Analyst will provide first and second-level technical support to users, escalate issues, track progress with various support teams and manage service requests from start to finish.

The Analyst will address hardware and software issues, take ownership of user problems as a single point of contact, and promptly follow up with status reporting.

The candidate for this position must be a driven individual interested in various types of technologies and systems. The Analyst will work as the first line of response to requests for technical assistance with various hardware, software, peripherals, and networking, while understanding when to escalate more complex problems to the Workspace Engineers support team.

Documents, tracks, and monitors problems to facilitate a timely resolution for the client

• Answers questions and gives information, advice, and instructions to clients on issues such as email and password reset
• Provide installation, upgrade, configuration, and troubleshooting of computing and communication devices and peripherals
• Ensure practice of department security standards and provide excellent customer service
• Gather asset inventory and software license information
• Apply diagnostic techniques for problem troubleshooting
• Provide technical guidance and advanced training; may lead or direct staff
• Develop or assist management in the development of systems for all End User Support functions
• Keep current of industry standards, evolving technologies and methodologies

Qualifications

• A Bachelor's or an Associate's Degree in Computer Science or a related field or relevant work experience required
• Experience in hardware and software installation and configuration required
• Experience supporting Windows Platform within Citrix environment preferred
• Experience troubleshooting different issues related to hardware and software, including printer problems preferred
• Experience creating reports using Excel, preparing presentations in PowerPoint and documenting procedures using Word a plus
• Experience working with ServiceNow ticketing system a plus
• Experience with Active Directory to manage and maintain user accounts a plus
• Familiarity with Microsoft Office 365, SQL Server, and Citrix a plus
• Professional certifications such as HDI, CompTIA or Microsoft Certified IT Professional or Microsoft Certified System Administrator are a plus

NISA's culture encourages collaboration and innovation. We seek self-motivated, intellectually curious individuals willing to push themselves and others in an environment

that celebrates fresh thinking. We equip employees with the resources needed to excel and we encourage personal development.

NISA is dedicated to internally cultivating and rewarding talent. Employees at NISA are provided with a wide range of benefits, including a complimentary onsite cafeteria, gym, health and wellness program, and educational assistance program.

NISA Investment Advisors, LLC is an equal Opportunity Employer - minorities / females / veterans / individuals with disabilities / sexual orientation / gender identity.