TEDrsquos guide to what the IT Support Analyst II does round here Where does this role fit within Tedrsquos Team? The Support Analyst is responsible for providing day-to-day support for Tedrsquos corporate offices and retail stores. Aligned with the Global Service Delivery Team, the Support Analyst will work alongside other Support Analysts and Engineers to ensure the timely resolution of trouble tickets. Additionally, they will work with project managers and ad hoc teams to support both current and future projects. This position is based in our LA office with occasional travel required to LA area stores. The ideal candidate will have some retail IT experience or be a quick learner. Ensuring that all POS systems and their peripherals are functioning properly is a top priority. The position is also responsible for supporting both retail and corporate users as well as their computers, iPads, iPhones, and various other technologies. Reporting to Head of IT Business Solutions, Americas Team members reporting into the role None Main Responsibilities Provide on-site 1st and 2nd level support for Tedrsquos Los Angeles office and remote workers Create new user accounts, deploy laptops, iPads, and iPhone to users and stores, process leavers requests Provide 2nd level point of escalation for Tedrsquos retail and outlet estate Work alongside Tedrsquos engineers to help support the network and system infrastructure. Ensuring best practices of support and system administration Working as a team as well as self-sufficiency where required Tools of the Trade 3 years+ experience in a support position, preferably in a retail environment Experience using an IT helpdesk ticketing system (Zendesk, etc.) Excellent knowledge of Windows and Apple desktop operating systems Strong understanding of Active directory and basic network principals (DNS, DHCP, Basic Routing) Experience working with Mobile Device Management solutions (JAMF, etc.) Excellent documentation skills including creating new updating existing knowledgebase documents Understanding of testing and change management procedures Working with our key strategic suppliers to augment skillsetinformation where required. CompTIA A+, Network+, Microsoft MCA, certifications a plus Personal Traitshellip.. A clearly visible passion in every project that is done Massive commitment to quality and ensuring the end result exceeds expectations Excellent professional people skills with a lsquocan dorsquo attitude A passion to get things done Essential ability to communicate clearly, effectively professionally with all calibers of users and external parties either verbally or written Excellent organizational skills Working under pressure and to tight deadlines at times Excellent troubleshooting skills using logicalprogressive methods of fault-finding Have what it takes to complete the task in or out of hours EOE