Technical Support Analyst (ICT)

About this role

<h2>Opportunity</h2> <p>Brunswick Group is seeking an experienced, customer-focused, and solutions-oriented Technical Support Analyst to join our Washington, D.C. office.</p> <p>As part of our global ICT team, you will provide both onsite and remote technical support to ensure reliable, efficient, and secure technology operations across the firm. This is a hands-on role that combines technical expertise with strong communication and service delivery skills, supporting colleagues in Washington, D.C., across five U.S. offices, and internationally as needed.</p> <p>You’ll play a key role in maintaining Brunswick’s high standards of user experience by managing incidents, resolving technical issues, and contributing to continuous service improvement initiatives.</p> <p>ICT roles at Brunswick are required to be on-site 5 days per week.</p> <h2>About the Role</h2> <p><strong>Duties and Responsibilities</strong></p> <ul> <li>Provide daily onsite technical support for employees in the Washington, D.C. office.</li> <li>Deliver remote and telephone support to Brunswick offices across the U.S. and globally.</li> <li>Diagnose and resolve hardware, software, and connectivity issues efficiently.</li> <li>Monitor and manage incidents through the ICT Service Desk system, ensuring clear communication and timely resolution.</li> <li>Collaborate with global ICT colleagues on problem management and service enhancements.</li> <li>Support meeting room technology, AV systems, and end-user device setup and maintenance.</li> <li>Escalate complex issues to senior engineers or vendors as required, ensuring proper follow-through.</li> <li>Participate in IT projects, deployments, and system improvements.</li> <li>Provide occasional after-hours or weekend support as part of global service coverage.</li> </ul> <h2>What We're Looking For</h2> <p><strong>Knowledge and Technical Acumen</strong></p> <ul> <li>Minimum five years of experience working in a Helpdesk or Desktop Support environment.</li> <li>Experience working within a process-mature (ITIL) environment.</li> <li>Proficiency with Helpdesk service management systems for logging and tracking support requests.</li> <li>Excellent problem-solving and troubleshooting skills.</li> <li>Comprehensive knowledge of both PC and Mac systems.</li> <li>Strong understanding of cloud system administration, including Office 365 and Microsoft Exchange Center.</li> <li>Solid administrative understanding of Microsoft Azure (Entra, Intune).</li> <li>Knowledge of networking and topologies, including WAN, LAN, TCP/IP, DNS, and DHCP.</li> <li>Experience supporting Microsoft 365 Office Suite, Windows 11, and macOS environments.</li> <li>Hands-on experience supporting HP, Brother printers, and Canon copiers.</li> <li>Proficiency with Zoom, Microsoft Teams, Polycom, and Neat for video and audio conferencing and presentation setups.</li> <li>Experience with MDM platforms such as Microsoft Intune and JAMF.</li> <li>Familiarity with cloud file systems and Microsoft Authenticator.</li> <li>Strong awareness of security best practices and common security threats.</li> <li>Proficiency in laptop hardware support and maintenance.</li> <li>Working knowledge of anti-virus and threat protection systems.</li> </ul> <p><strong> </strong></p> <p><strong>Skills</strong></p> <ul> <li>Excellent client service, time management, and organizational skills.</li> <li>Strong communication skills with the ability to explain complex technical issues in simple, clear terms.</li> <li>Highly motivated, enthusiastic, and adaptable — a flexible self-starter with a can-do attitude.</li> <li>Comfortable working independently or as part of a team.</li> <li>Strong active listening and analytical thinking abilities.</li> <li>Ability to manage multiple concurrent priorities effectively.</li> <li>Calm, professional, and confident under pressure.</li> <li>Creative problem solver who can think outside the box.</li> <li>Passion for technology and continuous learning, with an interest in emerging tools and trends.</li> </ul> <p><strong> </strong></p> <p><strong>Ideal Candidate</strong></p> <ul> <li>International work experience or familiarity with global business environments.</li> <li>Multi-lingual </li> </ul> <p> </p> <h2>Why Join Us</h2> <p>Whether you are joining a client facing team, a core services team, or starting out on your professional career journey, joining Brunswick unlocks a range of exceptional employee benefits to support your financial future, health and wellness, family and community and continuous professional development.  </p> <p>The successful applicant will be eligible for the following compensation and benefits package:  </p> <p><strong>Base Pay:</strong> The annual base compensation range for this role is $95,000 - $120,000. The base pay offered will be determined by factors including experience, skills, training, office location, certifications, and education.  </p> <p><strong>Bonus Eligibility:</strong> Annual discretionary bonus contingent upon individual and firm-wide…