Infrastructure Technology Support Analyst

Description

At Sequoia, we exist with a singular purpose: to enrich lives. Our values define how we behave and guide us through the pursuit of our purpose to enrich lives. At Sequoia, our core values are:

Teamwork. We work selflessly to enrich the lives of our clients and our community.

Passion. We relentlessly pursue our full potential.

Integrity. We act in the best interest of others.

Summary of Position

We seek a motivated, self-starting, passionate team player to join our firm in the role of Technology Support Analyst. The Technology Support Analyst will work in close collaboration with all members of the Technology Team which has responsibility for technology strategy and execution, business intelligence, end user support, and technology training. This is a unique opportunity to be a part of a growing organization and department with the ability to define and build a career at Sequoia. The Technology Support Analyst will report to the Business Intelligence Specialist.

Key Responsibilities

• Provide end-user support to Sequoia employees
• Manage, escalate & resolve technology cases submitted by users
• Serves as a Salesforce Administrator and maintains appropriate training and certifications
• Interface with consultants, developers, or other employees to research and resolve cases and/or route to subject matter experts for resolution
• Interface with Managed Services Provider to resolve cases and maintain documentation
• Identify improvements to procedures where applicable
• Execute new employee setup and termination procedures, including coordination with HR, permission assignment, self-study/training support, and related documentation
• Performs routine assignments using existing procedures autonomously
• Technology Steering Committee support
• Tier 1 project management - as needed, coordinate execution of TSC action items with consultants or other departments
• Assist implementation and procedures, including consideration of existing infrastructure
• Support in technology roadmap development
• Supports many facets of Technology training, including creation and maintenance of myTrailhead content within Salesforce
• Conduct periodic review of technology training content to identify required changes/updates or establishment of new training content in coordination with other internal team members
• Support and coordinate appropriate tech training
• Help support Technology Chatter Group
• Periodic quick tips – Chatter Group posts, email, staff meeting
• As needed virtual training coordination
• Support various IT department projects as required, including data integrations, new software implementations, or training/documentation initiatives

Requirements

 Required Skills/Experience

• 7 years of IT end user support experience
  • Research and issue resolution
• Experience with Cisco (routers, switches, wide-area networks) 
• Experience with Microsoft 365 Administrator Suite and Microsoft Azure.
  • Appropriate certifications in IT field
  • Microsoft  certified
• Experience with current technology systems and best management practices in the area of cybersecurity
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Preferred Skills/Experience

• Bachelor’s degree (Technology preferred)
• IT related certifications
• Prior experience managing projects as primary project manager
• Salesforce Administrator certification 
• Advanced Excel skills (VLOOKUP, pivot tables, etc)

Competencies

• Strong organizational and communication skills
• Ability to work within a fast paced team environment (collaboration)
• Ability to think critically 
• Independent problem solving (Accountable)
• Ability to pivot 
• Ability to identify & prioritize critical tasks