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IT Support Analyst

Technology Operations | New York, NY | Full Time

Job Description

The Information Technology Support Analyst will be responsible for day-to-day support of user desktops, supporting users in the field and Watermark’s business systems. The Information Technology Support Analyst will work as part of the Technology Operations team and provide as needed support for data center operations. Even though this is an entry level position and on the job training will be provided, one to two years of experience working in the field is highly preferred.

Duties and Responsibilities

  • Maintain the helpdesk ticketing system and keep up with ticket logs
  • Install, support and maintain PC hardware including desktops, notebooks, monitors, printers and audiovisual equipment
  • Set up email accounts, intranet accounts, Active Directory user accounts and distribution lists, etc. for new employees
  • Install, support and maintain PC applications in a Windows 7/10 Active Directory environment. Software includes Operating Systems, MS Office, VPN, System Management tools and various business unit software titles
  • Setup, support and maintain macbooks
  • Help to troubleshoot printing, scanning, copying, faxing and internet connectivity issues
  • Manage anti-virus and backup systems
  • Understand office network layout in order to know how to troubleshoot internet connectivity issues
  • Manage cloud based WiFi access point system for all offices
  • Manage phone system and user extensions
  • Document processes, procedures and issue resolutions
  • Maintain software and hardware inventory
  • Maintain software and service contract renewals
  • Provide support for Android and iOS devices
  • Help manage and maintain virtual/physical server environments
  • Provide 24x7 on call rotation support for all supported technologies and be available in the rare case of a off-hours problem
  • Interface with vendors and secondary support as necessary
  • Deliver a high degree of customer service to end-users
  • 5% US travel to remote office locations required
  • May perform other duties as assigned

Education and Experience

  • Excellent verbal/written communications skills and strong interpersonal skills to interact professionally and courteously with end-users and co-workers
  • Basic knowledge of Microsoft standard office applications (Word, Excel, PowerPoint, Outlook) and windows operating system
  • Enthusiastic willingness to learn about current IT technologies and their implementation
  • Strong problem-solving and critical thinking skills
  • Internship experience in IT support role or experience working in a college computer lab providing desktop support preferred
  • Must be familiar with PC hardware components and have basic knowledge of networking, wireless, and internet technologies
  • A+ or Microsoft Desktop Certification are a big plus
  • B.S. in Computer Science and/or MIS with a minimum 3.0 GPA
  • Must be legally eligible to work in the United States
  • Lifting a minimum of 20 lbs. is required



  • Competitive salary
  • Excellent medical, dental, and vision insurance
  • 401(k) with match
  • Commuter FSA benefits
  • Fantastic office location and fun, collaborative work environment (central midtown Manhattan location)


About Watermark
Watermark’s mission is to put better data into the hands of administrators, faculty, and students everywhere to empower them to connect information and gain insights into learning that will drive meaningful improvements. Through its innovative educational intelligence system, Watermark supports over 1,600 institutions around the world in developing an intentional approach to learning so that they can leverage data for a more holistic view of learning, faculty and staff impact, and institutional quality.

For more information on Watermark, visit

Watermark is an equal opportunity employer and does not discriminate against an individual based on the individual's race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected characteristic or activity.