IT Support Analyst

About the Role

Wasserman is seeking a skilled and proactive IT Support Analyst to join our global team, ensuring seamless technical operations across our offices and supporting our dynamic workforce. In this critical role, you will serve as the first point of contact for IT-related inquiries, troubleshooting hardware, software, and network issues to minimize disruptions and enhance productivity. The ideal candidate will possess a strong technical foundation, exceptional problem-solving abilities, and a commitment to delivering outstanding service in a fast-paced environment.

As an IT Support Analyst at Wasserman, you will collaborate closely with cross-functional teams, including IT infrastructure, cybersecurity, and end-users, to resolve technical challenges efficiently. Your responsibilities will include managing helpdesk tickets, assisting with system upgrades, and providing guidance on best practices for technology utilization. This role offers a unique opportunity to contribute to the technological backbone of a leading sports, entertainment, and lifestyle marketing agency while gaining exposure to cutting-edge IT solutions and industry-leading practices.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve hardware, software, and network issues across multiple platforms, including Windows, macOS, and mobile devices, ensuring minimal downtime for employees.
• Helpdesk Management: Respond to and prioritize IT support requests via ticketing systems, providing timely resolutions and escalating complex issues to senior IT staff as needed.
• System Maintenance: Assist in the installation, configuration, and maintenance of IT equipment, including laptops, printers, and peripheral devices, while adhering to company policies and security protocols.
• User Support and Training: Deliver exceptional customer service by guiding employees through technical challenges, conducting training sessions, and creating user-friendly documentation to promote self-service solutions.
• Collaboration with IT Teams: Work alongside infrastructure, cybersecurity, and software development teams to implement IT projects, upgrades, and security measures that align with Wasserman’s strategic goals.
• Vendor Coordination: Liaise with external vendors and service providers to procure IT equipment, manage contracts, and ensure timely delivery of technical support services.
• Security and Compliance: Monitor IT systems for potential security threats, enforce data protection policies, and ensure compliance with industry regulations to safeguard company and client information.
• Documentation and Reporting: Maintain accurate records of IT support activities, system configurations, and incident reports to support audits, compliance, and continuous improvement initiatives.

Qualifications and Skills

To thrive in this role, candidates should meet the following requirements:

• A bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Proven experience in IT support, helpdesk operations, or a similar technical role, with a strong understanding of troubleshooting methodologies.
• Proficiency in operating systems (Windows, macOS, Linux), networking fundamentals, and Microsoft Office 365 suite.
• Familiarity with IT service management tools (e.g., ServiceNow, Zendesk) and remote support software (e.g., TeamViewer, LogMeIn).
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users clearly and concisely.
• Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator are advantageous but not mandatory.
• Exceptional organizational skills and the ability to manage multiple priorities in a high-pressure environment.
• A proactive approach to problem-solving and a commitment to continuous learning in the ever-evolving field of IT.

Why Join Wasserman?

As an IT Support Analyst at Wasserman, you will be part of a global team that drives innovation in sports, entertainment, and lifestyle marketing. We offer a competitive compensation package, comprehensive benefits, and opportunities for professional growth in a collaborative and inclusive work environment. Our employees enjoy access to cutting-edge technology, ongoing training programs, and the chance to work alongside industry leaders on high-impact projects. If you are passionate about technology and eager to make a difference in a dynamic organization, Wasserman is the ideal place to advance your career.