IT Support Analyst

Most companies claim to have the best people. We say to them, "Keep dreaming." Our people are second to none. They set us apart with their entrepreneurial spirit, ambition and an unhealthy obsession with Halloween. (Have you seen the pictures?) They come to us from the likes of Amazon, Microsoft, Nordstrom, Starbucks and the sports world, bringing energy, bold ideas and a willingness to dive into the unfamiliar. It's our people that make BDA one of <strong>Seattle's 100 Best Companies to Work</strong> for.

Manila, Philippines

BDA

BDA is more than a workplace - it&rsquo;s a family. For more than three decades we&rsquo;ve promoted a vibrant and welcoming culture that not only accepts but demands you to be different. The quirky, the bold, the creative and the unique make up the foundation of a company that the most iconic brands in the world look to help tell their story through the power of merchandise. https://www.bdainc.com/careers

keywords: position summary,assist,support,investigate,communication,maintenance,architecture,knowledge,skills,experience,license,education,certification

Full Time

Overview: Most companies claim to have the best people. We say to them, "Keep dreaming." Our people are second to none. They set us apart with their entrepreneurial spirit, ambition and an unhealthy obsession with Halloween. (Have you seen the pictures?) They come to us from the likes of Amazon, Microsoft, Nordstrom, Starbucks and the sports world, bringing energy, bold ideas and a willingness to dive into the unfamiliar. It's our people that make BDA one of Seattle's 100 Best Companies to Work for.<br /><br />Respond to the needs of Internal customers via all intake channels. Provide remote support to various BDA, Inc. offices, Users and Sites.
Responsibilities: <ul> <li>Setup Desktops, Laptops and Peripherals.</li> <li>Anti-Virus and Spyware/Adware software support.</li> <li>Investigate, resolve and explain escalated system issues to both technical and non-technical people.</li> <li>Assist in administration of various Applications, Processes within the Support Model.</li> <li>Familiar with server room architecture (racks, cabling, UPS, etc.)</li> <li>Actively communicate and surface all important technology and support issues.</li> <li>Assist in periodic off-hours upgrades and changes as necessary.</li> <li>Support strategic Technology goals of the company.</li> <li>Assist in the testing and installation of end user software.</li> <li>Maintain up-to-date detailed documentation where applicable.</li> <li>Work a standard 9 hour shift, to include (1) hour for lunch; mostly 7:00pm-4:00am Manila Time, with infrequent flexibility to start an hour early for IT Support of our EMEA offices and personnel.</li> <li>Other duties as assigned.</li> </ul>
Requirements: <ul> <li>Bachelor&rsquo;s degree (B.A. or B.S.) from accredited institution and/or 3 plus years relevant experience.</li> <li>Certifications are beneficial but not required.</li> <li>Valid driver&rsquo;s license, car insurance and reliable personal vehicle.</li> </ul> <br /> <p><u>Job Skills &amp; Traits</u></p> <ul> <li>Competent understanding of the MS Windows client OS and products in an enterprise environment.</li> <li>Competent understanding of Mac OSx in an enterprise environment.</li> <li>Competent understanding of ITSM.</li> <li>Demonstrate a basic understanding of all network infrastructure and concepts including routing protocols, routing equipment configuration, server hardware and OS, firewall systems, communication protocols and backup systems.</li> <li>Excellent diagnostic and problem-solving skills.</li> <li>Excellent interpersonal and communication skills.</li> <li>Ability to take on Ownership of 2-4 areas of IT and Process knowledge within 6 months.</li> <li>Creating and maintaining Knowledge Base articles and related documentation.</li> <li>Experience using a remote support application (LogMeIn, GoToMyPC, Lync, SCCM, etc).</li> <li>Familiar with the following products: VMWare ESXi, Office 365, Oracle Account Administration, JIRA/JSM, Sharepoint, SmartSheet.</li> <li>Previous experience with the following a plus: SCCM, InTune and/or JAMF Administration, Dell laptop support in a geographically distributed technical support environment.</li> <li>Thorough understanding of desktop and laptop imaging and configuration.</li> <li>Must have great time-management skills.</li> <li>Ability to remain focused on business requirements while implementing solutions.</li> <li>Must be capable of independent self-direction as well as productive part of Support workload and projects.</li> <li>Must be able to lift 25 lbs and crawl underneath desks if necessary.</li> <li>Conversational understanding of French a nice to have.</li> <li>Other duties as assigned.</li> </ul> <br /> <p>Travel required? &nbsp;&nbsp;10% or less</p> <p>Financial/budgetary responsibility?&nbsp; No</p> <p>Strategic planning responsibilities?&nbsp; No</p> <div class="content-conclusion"> <div class="about-us-description ng-binding">BDA is more than a workplace - it&rsquo;s a family. For more than three decades we&rsquo;ve promoted a vibrant and welcoming culture that not only accepts but demands you to be different. The quirky, the bold, the creative and the unique make up the foundation of a company that the most iconic brands in the world look to help tell their story through the power of merchandise.<br /><a href="https://kraken-bdainc.icims.com/jobs/intro" target="_blank" rel="noopener noreferrer"><br /></a><strong>Connect With Us!</strong>&nbsp;Not ready to apply?&nbsp;<a href="https://international-bdainc.icims.com/connect?back=intro&amp;hashed=-435620418" target="_blank" rel="noopener noreferrer">Connect with us</a>&nbsp;for general consideration.</div> <div class="about-us-info-content hidden-xs"> <div class="about-us-more-info-title ng-scope">For more information:</div> <div class="about-us-more-info-content"><a href="https://www.bdainc.com/" target="_blank" rel="noopener noreferrer"><span class="about-us-more-info-content-value ng-binding">www.bdainc.com</span></a></div> <div class="about-us-more-info-content">&nbsp;</div> <div class="about-us-more-info-content"><span class="about-us-more-info-content-value ng-binding">For information about BDA's privacy policy for job applicants click&nbsp;<a href="https://www.bdainc.com/privacypolicy" target="_blank" data-stringify-link="https://nytco-assets.nytimes.com/2020/06/NYT_Applicant_Privacy_Policy.pdf" data-sk="tooltip_parent" rel="noopener noreferrer">here</a>.</span></div> </div> </div>