Technical Support Analyst (ICT)
$95,000–$120,000 year
On-site · New York City, New York, United States
Job Summary
Technical Support Analyst to provide onsite and remote technical support across Brunswick’s Washington, D.C. office and globally. The role is hands-on, focusing on incident management, troubleshooting hardware/software/connectivity issues, and contributing to service improvements. Responsibilities include daily onsite support for the Washington, D.C. office, remote/telephone support for Brunswick offices in the U.S. and globally, managing incidents through the ICT Service Desk, supporting meeting room technology and end-user devices, escalating complex issues to senior engineers, participating in IT projects and deployments, and occasional after-hours or weekend support as part of global coverage. The ideal candidate has 5+ years in a Helpdesk/Desktop Support environment, ITIL process experience, strong problem-solving, and broad familiarity with PC/Mac, Office 365, Azure/Intune, networking, printers, video conferencing tools, and MDMA/MDM platforms, with a customer-service oriented mindset and ability to work independently or in a team.
Required Qualifications
- Five years of experience in Helpdesk/Desktop Support
- Familiarity with ITIL environment
- Experience with Helpdesk service management systems
- Proficiency in PC and Mac environments
- Knowledge of Office 365, Exchange, Azure Entra/Intune
- Experience with networking (WAN/LAN/TCP/IP/DNS/DHCP)
- Experience supporting Microsoft 365, Windows 11, macOS
- Printer/copier support experience
- Experience with Zoom/Teams/Polycom/Neat for conferencing
- MDM (Intune, JAMF)
- Security best practices
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