Technical Support Analyst(Contract)

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Who we are:
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The Role
This position is primarily focused on desktop support responsibilities for internal team members and contractors. Escalation support, IT admin, access support, mentoring, and IT project implementation support.
What You'll Do

• Identify technical trends, proactively seek solutions, and report to Sr Management when applicable
• Plan, write, and process technical documentation for IT Service Desk and Sofi self-help resources
• Send/Receive items from purchases, RMAs, and site to site.
• Expected to manage multiple requests and escalations while meeting service level agreements
• Understand security and compliance requirements for the company.
• Triage support request, assign and escalate as needed.
• Analyze and resolve somewhat complex issues or escalate as needed.
• Participate in the testing and implementation of new hardware and software
• Elevated support access for systems like Rundeck, Utility server support, VPN support, MDT Support, and Zero Client Support.
• Participate in the planning and execution of ITSD related projects
• Responsible for managing IT hardware and software inventory.
• Perform troubleshooting on hardware, software and network connectivity issues for individual users and departments.
• Understand security and compliance requirements for the company
• Manages escalation interaction with other supporting groups like NetOps, AMT, Techops.
• Troubleshooting Printers/copiers/fax machines
• Onboard new hires to Sofi technology
• Responsible for auditing inventory against asset management
• Analyze, research, and resolve moderately complex issues to or escalate as needed.
• Local project management and implementation support
• Provide day-to-day hands-on escalation support for level 1 and level 2, and level 3 IT roles.
• Identify technical trends, proactively seek solutions, and report to Management when applicable
• Participate in maintenance to keep systems updated with the latest patches.
• Helps with equipment procurement, refresh initiatives and inventory maintenance.
• Knowledge and functional understanding of Tier 2 roles and responsibilities
• Analyze, research, and resolve moderately complex issues and partner with the appropriate escalation group when applicable
• Troubleshooting A/V equipment including wallboards.
• Level 1 and 2 Access Support
• Provide day-to-day hands-on escalation support to Level 1 roles
• Provide reporting to stakeholders related to IT service desk projects and performance on a weekly basis
• Understand security and compliance requirements for the company.
• Imaging workstations
• Install, configure, and troubleshoot desktop/laptop systems and workstations including installation of the necessary software.
• Knowledge and understanding of Tier 1 roles and responsibilities
• Provide technical assistance to users on hardware and software applications at the desktop level.
• Provide training/mentoring for level 1 IT role
• Provide day-to-day hands-on escalation support for level 1 and level 2 IT roles.
• Setup, installation, and configuration of voice and data equipment on the telephony system.
• Expected to manage multiple requests/tickets and meet service level agreements
• Serves as a back-up for driving service levels and performance for region/site/teams
• Expected to manage multiple requests and escalations and service level agreements
• Knowledge and functional understanding of Tier 3 roles and responsibilities
• Diagnose and resolve technical hardware and software issues relating to both PC/Mac platforms
• Understand security and compliance requirements for the company.

What You'll Need

• BA or BS degree preferred but not required.
• 1-2 Years of leadership roles or project management.
• Desktop/Laptop hardware experience in both PC and Mac environments. A+ Certification a plus.
• Google Certification a Plus
• Must be a team player
• Good Verbal and written communication skills
• Superior Customer Service Skills.
• Microsoft certifications a plus.
• Must be able to lift 50 pounds.
• Strong in-depth knowledge with telephony phone systems (Avaya, Contractual, Digium, Cisco, etc.)
• In-depth knowledge of Windows and Mac OS systems in an enterprise environment.
• Ability to multi-task and work in a fast-paced environment.
• 3-6 Years of Service Desk Experience, customer service experience.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment.
Position Type/Expected Hours of Work
This is a full-time position and hours of work and days are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.
Compensation And Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.