We are looking for a qualified Site Support Analyst that will install and maintain computer systems and networks aiming for the highest functionality. You will also “train” users of the systems to make appropriate and safe usage of the IT infrastructure. This is part of a global IT team; we are 44 people strong today. This position will be tasked with carrying out the work in-line with the mission of Hill as a company, plus as part of the Global IT function, ensuring that all policies/procedures needed to run a global firm are adhered to and educated on through all parts of the job.

The Site Support Analyst will provide technical support to Hill International employees and external partners via telephone calls, callbacks, emails, and ticket requests.  Provide on-site second-level technical support to local end users on various technical issues and problems relating to hardware, software, and peripherals when required. This Analyst will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. This Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the appropriate IT Team.

The Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. This position may require independent work, sharing information, and assisting others with work orders.