IT Support Analyst

Reed Business Information is a leading provider of critical information and marketing solutions to business professionals in targeted industry sectors. Our market-leading properties include more than 100 business-to-business publications, over 75 Web sites, and a range of services, including Web development, custom publishing, research, business lists, and industry events.Reed Business Information offers an outstanding compensation package along with generous vacation, sick and holiday pay. For qualified positions, we also offer comprehensive health benefits including medical, dental and life insurance as well as retirement benefits, including a 401(k) program and an Employee Pension Plan.Reed Business Information is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation or national origin. We invite all applicants to confidentially self-identify when applying. The Company complies with applicable laws governing non-discrimination by state and locale.To learn more about us visit: www.reedbusiness.com Reed Elsevier ValuesPlease take a moment to review our values. If our values strike a warm familiarity with you, then you may be exactly the person best suited to perform in our culture. Customer Focus-Valuing Our People-Passion for Winning-Innovation-Boundarylessness.

Position Description:

As Service Delivery Analyst you will provide full technical support for all desktops, laptops and BlackBerry units. Technical support via the telephone/email for the business units, enabling them to meet business objectives.•Provide direct technical support to the business units, corporate staff, operations, and management. •Responsible for resolving complex technical support issues that cannot be resolved via telephone by Service Delivery Tier 1.•Maintain a high level of technical knowledge •Collaborate with business units, network administrators, and management, etc on assigned projects.•Analyze, document, and escalate critical issues to appropriate IT Groups (Network Engineering, Business/Application Specialists, Operations, development, and vendors)•Logging and managing tickets in support Magic •Assist customers (internal and remote) with desktop and software issues.•Perform installation and configuration of operating systems and applications.•Perform hardware and software asset management•Participate as a team member on major project implementations.•Assist with the development of Staff and business partners•Assist in the training of new employees•Provides telephone support and remote assistance.

Qualifications:

This is a position which requires expertise and skills in supporting a variety of software applications including MS Office Quark, Adobe Products, along with solid OS, MAC, VPN, IPass and BlackBerry knowledge. Advanced Active Directory and PC hardware troubleshooting skills. Strong aptitude for problem solving. Excellent interpersonal, customer service, and communication skills (oral and written) are necessary. Must have the ability to deal with complex issues and multiple tasks at one time. Publishing experience a plus. Must be able to work flexible hours. College degree or technical equivalent preferred. 3-5 years minimum experience required.