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Sr. IT Support Analyst

New York, New York

Long-Term Contract

$35-40/hr depending on experience

We are looking for a passionate technical support analyst to join our large Hedge Fund client in Manhattan (SoHo) on a long-term contract. In this role, you will be one of the first Customer Experience team members on a growing project under the infrastructure group, where you will assess current state of their IT support organization and providing recommendations on improvement.

Minimum Qualifications:

4+ years of professional experience providing technical support in an enterprise environment, providing hardware, software and application support

Experience providing recommendations on process improvement in an IT organization.

Possessing passion about supporting customers, processing their feedback and advocating for a great user experience

Excellent communication skills, are comfortable being on the phone and enjoy interacting with customers

Process and data-driven, well organized, take initiative and understand the value of user-centered support

Experience utilizing ticketing systems, JIRA being a plus


Assess the current environment of the global help desk and provide recommendations on areas for improvements.

Mentor and train technical support employees on customer service best practices and technical troubleshooting.

Engage cross-departmentally, streamlining support and communication to customers

Conduct process analysis, metric analysis and provide areas of improvement.

Identify and escalate critical incidents with a strong sense of urgency and ownership.

Communicate as the face of IT to all areas of the business for all incidents and requests in a clear and direct manner.

Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements.

Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles

What's In It For You?

Beautiful office located in SoHo

Be one the first team members of an exciting, new innovative project

Work for an organization on the cutting edge of data science and machine learning

Office is full of amenities: full kitchen, snacks, open environment

About Eight Eleven:

At Eight Eleven, our business is people. Relationships are at the center of what we do. A successful partnership is only as strong as the relationship built. We're your trusted partner for IT hiring, recruiting and staffing needs. For over 16 years, Eight Eleven has established and maintained relationships that are designed to meet your IT staffing needs. Whether it's contract, contract-to-hire, or permanent placement work, we customize our search based upon your company's unique initiatives, culture and technologies. With our national team of recruiters placed at 21 major hubs around the nation, Eight Eleven finds the people best-suited for your business. When you work with us, we work with you. That's the Eight Eleven promise. Eight Eleven provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.


Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

- provided by Dice
Associated topics: assistant, client support, desk, excel, help desk, information technology help desk, msword, system support, technical support specialist, troubleshoot

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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