First Line Support Analyst
Boca Raton 6000 Broken Sound PKWY

Job Reference: NY5V-ITX-007792

Location: Boca Raton 6000 Broken Sound PKWY

Closing Date: 23/09/2019

Department: IT

Division: Taylor & Francis

First Line Support Analyst - Boca Raton, FL

Taylor & Francis Group


Overall Role Summary:

The Technical Support Analysts will be proficient in information technology and systems, and provide superior service to the business.


Key Accountabilities:

Tasks are likely to include:

  • The incumbent will perform the helpdesk and desktop support functions for their home office and all of T&F.
  • Liaise with internal and external IT service providers to provide a seamless and efficient support process for the business, and explores, recommends and implements improvements to IT support processes.
  • Ensure all incidents and requests are logged and updated while executing IT policies.
  • Maintain positive working relationships with business and assists with the planning and execution of disaster recovery procedures.
  • Be an expert in T&F applications/systems and processes.
  • Provide Security Processes if applicable – ADT & Access systems -Update security system with new hires/terms/new cards and attend safety committee meetings.


Knowledge and Qualifications

The ideal candidate will have:


  • A solid, all-around knowledge of the information technology industry (and the support sector specifically) and a high degree of skill with common computer tools.
  • Knowledge of Windows 10, Office 365, VPN, wireless technology.
  • Knowledge of ticketing software, such as ServiceNow.
  • Knowledge of network printing (setup, configuration).
  • Knowledge of cell phone technology and support of iPhones and Android phones.
  • Knowledge of setup and support of video conferencing equipment.
  • Knowledge of SCCM and imaging technology.
  • Experience supporting hardware issues on laptops and desktop PC's.
  • Knowledge of OneDrive and Sharepoint would be very helpful.
  • Basic knowledge of network switches and servers.
  • Experience with VMWare would be a major plus. 
  • Minimum 2 - 5 years of experience in information technology, IT Helpdesk or field support position.
  • Industry standard certifications such as MCP, MCA, A+, Network +, ITIL, etc. is a plus.


Skills and Behaviors Required

  • Must be able to maintain consistency and clear-headed vision in a high-pressure, fast-moving environment.
  • Be an effective communicator, with the ability to present technical discussions in a clear and concise manner. 






This position is now closed. We are no longer accepting applications for this position.