IT Support Analyst

Job Summary

The IT Support Analyst will primarily provide in-house support for Athena's end-users, cloud Information Systems, and Windows and Mac desktops. As part of our Information Technology team, the IT Support analyst will provide hands-on and remote expert support to end users for computer, application, system, device, access, and hardware issues. Will respond to telephone, email, and on-line requests for technical support. Will document, monitor, and track the problem using Athena's issue ticketing platform.

The person in this position may have access to sensitive Athena information and is expected to handle such information with integrity and professionalism.

Essential Functions

• Responds to employee issues via ticket, phone, in-person, e-mail, and chat
• Solves a broad range of day-to-day on-site technical issues in a mixture of Mac, PC, iOS, and Android networked endpoints
• Troubleshoots / installs / updates software failures (for both PC and Mac) and identifies network problems when they relate to user computers and peripherals
• Maintains, analyzes, troubleshoots, and repairs computer hardware and peripherals
• Manages endpoints via the Athena Enterprise MDM system

• Manages anti-malware via the Athena Enterprise anti-malware system
• Manages Microsoft Azure Users and Groups, and Microsoft 365 User and System features
• Installs and performs preventive maintenance of computer software / hardware systems
• Assists in determining suitable software / services to meet user requirements
• Provides ticket status updates to end users, support desk, and management as required including updating ticketing systems (with attention to detail in the documentation)

• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support
• Mentors other IT members
• Trains and assists Athena end users on commonly used technical concepts, practices, and procedures to enhance their use and understanding of the tools and systems allocated to them
• Performs ad-hoc and scheduled audits of assets and access to systems

Non-Essential Functions

• Continues to deepen job-specific knowledge through ongoing research & relevant trainings, sharing learnings with the team about identified trends, products, and services.
• Adheres to all applicable confidentiality and data security guidelines and ensures the appropriate handling of sensitive information
• Attends relevant staff meetings to promote communication and execution of goals
• Other duties as assigned within the scope of position expectations

Knowledge, Skills & Abilities

In order to achieve Our Mission, Vision and Values, Athena Global Advisors identified a set of values that serve as our guiding light and that we continually aspire to attain. At Athena, it is expected that all employees will:

• Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems

• Effective listening skills - giving full attention to what other people and clients are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Strong organizational skills and attention to detail
• Effective time management - managing one's own time and the time of others
• Demonstrates effective ability to make appropriate independent decisions and judgments and/or understand when to consult with other team members and management
• Ability to use basic computer applications (word, excel, power point, outlook, and client Management and billing systems)

• Excellent interpersonal and communication skills including the ability to develop productive working relationships with both internal and external groups
• Strong data analysis skills: ability to design tracking/reporting systems
• Exceptional client service skills and a proven ability to work professionally and effectively in a high production, fast paced work environment
• Ability to be flexible with job duties and scope of work

Education & Experience

• Associate's degree in Computer Science or equivalent through a combination of education and work experience; a degree is not required, but demonstrable relevant knowledge and experience in Information Technology required
• Related certifications a plus (e.g., ITIL, A+, Microsoft, Apple, etc.)
• Systems hardware experience with PC and Mac
• Operating Systems experience with Windows 10 as well as MacOS BigSur through Monterey required

• Operating Systems experience with Windows 11 a plus
• Experience with Microsoft Office 365 management a plus
• Software experience with PC and Mac
• Experience with Apple Business Manager a plus
• Active Directory Group Policy experience a plus

• Excellent written and oral communication skills
• Excellent organizational skills
• Excellent interpersonal and customer service skills
• Must be able to work independently or part of a team

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee will frequently stand; walk; sit; use hands to finger, handle, or feel objects, tools, or equipment; reach with hands and arms; balance; talk or hear.
• The employee will occasionally climb stairs; stoop; kneel; crouch or crawl; taste or smell.
• The employee must occasionally lift and/or move up to 50 pounds.
• Operate related office equipment and use necessary tools.
• Specific vision abilities required by the job include frequent reading and close vision; distance vision; color vision; peripheral vision; depth perception; and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• May require working non-traditional hours based on operational and/or customer service needs.
• Perform on-call responsibilities as necessary.

This job description does not necessarily list all the duties of the job. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This also does not represent all of the performance expectations and characteristics of individuals required to perform a job adequately. This job description is not a contract for employment, and either you or the company may terminate your employment at any time, for any reason.

Benefits

• Medical/Dental benefits including of 1K Health Reimbursement Account
• Matching 401K

Curious about your career path at Athena? This role is at the Analyst level within Athena's career-path structure for the Operations Team. This team has the following levels of progression for growth and development.

Analyst --> Sr. Analyst --> Manager --> Sr. Manager --> Director --> Sr. Director --> Executive Director

Oh, and our application process is open, easy, as transparent as we can make it, and painless. We need team members like you to join us! Let's get started.

Athena is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at 866.299.6040.