IT Analyst

at  Energy Exemplar

About the Position
Energy Exemplar is seeking a motivated entry level IT Analyst to join our Global IT team. This employee will be responsible for providing end-user support related to hardware & software applications. Employee will participate in various IT projects and ability to learn and adapt to an ever-changing technology landscape. This employee must be highly organized, possess excellent communication and customer service skills, enjoy working with end-users daily, and have the ability to operate efficiently in a fast-paced environment.
Key Stakeholder Relationships

This position works closely and collaborately with all Energy Exemplar staff but in particular:

• Product Engineering, Customer Support, Customer Success, Finance, Sales and Marketing
• Finance, HR, Information Technology

Key Accountabilities and Duties

• Provide extraordinary support to all employees of the company, both on-site and remote.
• Work on-site in our London office to support and manage office access, physical inventory, desk setups and other IT issues.
• Assist with IT onboarding/off-boarding process.
• Document, track, and monitor hardware and software problems using an existing ticketing system.
• Configure, deploy, and support desktops, laptops, servers, printers and other end-user devices.
• Maintain all IT equipment in meeting rooms,office setups and ensure that they are in working order.
• Diligently audit user accounts, licenses for various software and hardware assets.
• Support our suite of SaaS applications such as O365, Zoom, MS Teams, and other tools.
• Assist with software and hardware inventory, auditing, patch management, upgrades and reporting.
• Ability to support network devices and troubleshoot networking issues.
• Managing, monitoring and reporting on all security processes and policies relating to any on-site secure rooms and devices, to ensure we’re in compliance.
• Manage user accounts, Active Directory, security groups, mailing lists, and application access according to standard operating procedures.
• Work with Vendors to maintain and acquire new software and hardware assets.

Candidate Requirements

SKILLS, KNOWLEDGE AND EXPERIENCE:

• Outstanding communication skills and the ability to collaborate with end users.
• Exhibit a passion for an employee-service driven approach.
• Ensures all assigned tickets are updated and successfully resolved in a timely manner.
• Support of local and remote employees in a mixed Microsoft and Apple environment.
• Ability to balance and prioritize multiple projects and remain calm under pressure.
• Ability to triage, troubleshoot and resolve network connectivity issues
• Ability to work with vendors to source hardware and software in line woth requirements as needed.
• Familiarity of desktop applications, (Office 365, Teams, Zoom, Adobe Acrobat, etc.)
• Familiarity with the deployment, repair, replacement, disposal, and inventory management of end user computing equipment (desktops, laptops, phones, printers)
• Good understanding of Microsoft applications and operating systems - Microsoft Office, Microsoft Teams, Windows 11, Windows Server
• Good understanding of Microsoft enterprise management tools – Entra ID, Active Directory, Microsoft Intune
• Basic understanding of networking concepts – Wi-Fi Protocols, RADIUS, VLAN’s, Firewall Rules, Routing.
• Basic understanding of security concepts – Encryption, Privledge management, Role based access, Multi-factor authentication, EDR
• Effectively collaborate and coordinate across geographically distributed teams.
• Proven resourcefulness, creativity and troubleshooting skills.
• Proven ability to take ownership of job responsibilities with minimal oversight.
• Flexibility to vary working hours with minimal notice to support the Global team.
• Experience with supporting VoIP and audio/visual systems such as Zoom phone and Zoom meetings.
• Experience working in a fast-paced support role.

QUALIFICATIONS:

• Bachelor’s degree in IT, Computer Science, or equivalent technical college degree.
• 1-2+ years of experience working in an IT Support role.
• Self-sufficient, proactive, and ready for a challenge. A considerable level of independence is required for this job as you’ll mostly be working on your own while representing our global IT team.
• Any technical certifications is a plus (A+, Net+, Sec+, Cloud, Security)
• An eagerness to learn about new technologies.

• Provide extraordinary support to all employees of the company, both on-site and remote.
• Work on-site in our London office to support and manage office access, physical inventory, desk setups and other IT issues.
• Assist with IT onboarding/off-boarding process.
• Document, track, and monitor hardware and software problems using an existing ticketing system.
• Configure, deploy, and support desktops, laptops, servers, printers and other end-user devices.
• Maintain all IT equipment in meeting rooms,office setups and ensure that they are in working order.
• Diligently audit user accounts, licenses for various software and hardware assets.
• Support our suite of SaaS applications such as O365, Zoom, MS Teams, and other tools.
• Assist with software and hardware inventory, auditing, patch management, upgrades and reporting.
• Ability to support network devices and troubleshoot networking issues.
• Managing, monitoring and reporting on all security processes and policies relating to any on-site secure rooms and devices, to ensure we’re in compliance.
• Manage user accounts, Active Directory, security groups, mailing lists, and application access according to standard operating procedures.
• Work with Vendors to maintain and acquire new software and hardware assets