Job Description Job Description
Company Overview: Milrose Consultants is hiring an
IT Analyst, Infrastructure & Operations (IT and App Support) in our large expanding company. This position will be in our Milrose Consultants NYC headquarters.
With over 30 years of experience, Milrose is a leading national provider of building code compliance and consulting solutions, serving clients and agencies across the U.S. Our expertise includes areas such as code analysis, land use, zoning, and permit expediting.
Summary: The IT Analyst, I&O serves as the first point of contact for IT support within Milrose. This role is responsible for delivering technical assistance to end-users, addressing hardware, software, network, and application issues, and escalating as needed.
This role requires excellent troubleshooting and customer service skills to resolve technical incidents quickly and efficiently. The IT Analyst will also maintain IT support documentation and follow IT service management (ITSM) processes to ensure quality and consistency in IT support delivery.
Key Responsibilities: The IT Analyst, I&O serves as the first point of contact for IT support within Milrose. This role is responsible for delivering technical assistance to end-users, addressing hardware, software, network, and application issues, and escalating as needed.
This role requires excellent troubleshooting and customer service skills to resolve technical incidents quickly and efficiently. The IT Analyst will also maintain IT support documentation and follow IT service management (ITSM) processes to ensure quality and consistency in IT support delivery.
Requirements & Responsibilities: - Technical Support & Incident Management
- Serve as the first-level support contact for IT issues via phone, email, or ticketing system.
- Troubleshoot hardware, software, network, and application-related issues for end-users.
- Log and track all incidents, service requests, and resolutions in the IT service management system (ITSM) following ITIL best practices.
- Provide remote or on-site technical assistance to ensure minimal disruption to business operations.
- Escalate unresolved or complex issues to Level 2 Engineers or Infrastructure teams when appropriate.
- Hardware & Software Support
- Install, configure, and troubleshooting workstations, peripherals, and software applications.
- Assist with managing user accounts, passwords, and access permissions in alignment with IT security policies.
- Perform routine maintenance tasks, including patch management, system updates, and hardware diagnostics.
- Play a significant role in managing and updating Active Directory and Microsoft 365.
- Customer Service & Communication
- Deliver professional and courteous support, ensuring a positive experience for all end-users.
- Communicate technical solutions clearly to non-technical users.
- Follow up on open incidents and requests to ensure timely resolution and user satisfaction.
- Documentation & Training
- Maintain accurate and up-to-date documentation of common issues, troubleshooting steps, and resolutions.
- Assist in creating end-user guides and knowledge base articles for IT systems and applications.
- Provide basic training and guidance to end-users on the proper use of IT tools and resources.
- Monitoring & Continuous Improvement
- Monitor IT systems and services to identify potential issues proactively.
- Assist in identifying opportunities for process improvements to enhance IT support efficiency.
Education and/or Qualifications: - Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.
- A minimum of 5 years of experience in an IT service desk or technical support role.
- Experience with networking hardware and concepts such as DNS, DHCP, OSI Model and TCP/IP
- Must have experience with PC systems configuration and deployment tools and techniques.
- Experience using IT service management (ITSM) tools to manage tickets and incidents.
- Familiarity with Windows operating systems, Microsoft 365, and common business applications.
- Must have experience working in and assisting others through remote access desktop programs.
- Knowledge and experience with on-premises Active Directory
- Familiarity with Hybrid and exposure to Azure will be a plus
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills to provide quality customer service.
- Ability to work independently and collaboratively in a fast-paced environment.
Work Schedule: This is a full-time position, regularly scheduled for at least 40 hours per week. Our required hours of work are Monday through Friday 8:30am-5pm EST.
Compensation and Benefits: Milrose Consultants LLC is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data and individual qualifications.
- Annual Salary Range: $70,000 - $75,000.00 USD.
- Comprehensive benefits package : Our insurance plan offers medical, dental, vision insurance, free short- and long-term disability coverage, free life insurance, plus and array of voluntary supplemental plans for all employees.
- Pre & Post Tax commuter benefits
- Monthly Phone Stipend
- Paid time off (PTO), Sick Time, Personal Days, and Annual Birthday PTO
- Career development opportunities
Milrose Consultants, LLC. is an Equal Employment Opportunity Employer committed to diversity in the workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
Notice to third party agencies: Please refrain from cold calling or emailing our team directly. Our in-house Talent Acquisition team manages all recruiting operations, including the selection and management of all external suppliers.