End User Support Analyst and AV Technician, Information Technology

NISA Investment Advisors, LLC (NISA) offers customized investment solutions for tax-exempt and taxable institutional clients. NISA manages over $295 billion in fixed-income and equity securities and over $165 billion in derivative notional value. We seek bright, motivated individuals who can contribute to our growing team of professionals. Candidates with a high degree of independent thinking, strong analytical and quantitative skills, and team-playing abilities are encouraged to apply.

The End User Support Analyst and AV Technician will provide first and second-level technical support to users, escalate issues, track progress with various support teams, and manage service requests from start to finish. The candidate will be responsible for implementing and maintaining the sound, video, and presentation equipment to ensure seamless communication and events. The Analyst will address hardware and software issues, take ownership of user problems as a single point of contact, and promptly follow up with status reporting. The ideal candidate for this position is a driven individual with an interest in various types of technologies and systems. The Analyst will serve as the primary point of contact for requests for technical assistance with various hardware, software, peripherals, and networking, while understanding when to escalate more complex workspace problems to the Workspace Engineers' support team.

Deploy and troubleshoot room conferencing solutions and interface with AV vendors
• Provide proactive monitoring of conferencing use
• Provide technical guidance and advanced training related to collaboration and conferencing solutions
• Offer live event support and liaise with high-visibility users
• Document, track, and monitor problems to facilitate a timely resolution for the client
• Provide installation, upgrade, configuration, and troubleshooting of computing and communication devices and peripherals
• Gather asset inventory and software license information
• Apply diagnostic techniques for problem troubleshooting
• Ensure practice of department security standards and provide excellent customer service
• Keep current of industry standards, evolving technologies and methodologies

• A Bachelor's or an Associate's Degree in Computer Science or a related field or relevant work experience required
• Experience with Cisco Webex and other room conferencing equipment
• Experience with AV management platforms such as Synergy SKY
• Experience with Microsoft Teams, Cisco Webex, Zoom and Google Meet
• Experience with planning and assisting high-touch and large event meetings
• Experience in hardware and software installation and configuration required
• Experience supporting Windows Platform within Citrix environment preferred
• Experience troubleshooting different issues related to hardware and software, including printer problems preferred
• Experience creating reports, presentations, and documentation using Microsoft Office and AI tooling
• Experience working with ServiceNow ticketing system a plus
• Experience with Active Directory to manage and maintain user accounts a plus
• Familiarity with Microsoft Office 365, SQL Server, and Citrix a plus
• Professional certifications such as HDI, CompTIA or Microsoft Certified IT Professional or Microsoft Certified System Administrator are a plus

NISA's culture encourages collaboration and innovation. We seek self-motivated, intellectually curious individuals willing to push themselves and others in an environment that celebrates fresh thinking. We equip employees with the resources needed to excel and we encourage personal development. NISA is dedicated to internally cultivating and rewarding talent. Employees at NISA are provided with a wide range of benefits, including health, dental, vision and life insurance options, paid time off, a competitive retirement plan, onsite cafeteria, fitness center, a health and wellness program and an educational assistance program.

NISA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.