Technical Support Analyst (ICT)

Opportunity Brunswick Group is seeking an experienced, customer-focused, and solutions-oriented Technical Support Analyst to join our Washington, D.C. office. 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. 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. ICT roles at Brunswick are required to be on-site 5 days per week. About the Role Duties and Responsibilities Provide daily onsite technical support for employees in the Washington, D.C. office. Deliver remote and telephone support to Brunswick offices across the U.S. and globally. Diagnose and resolve hardware, software, and connectivity issues efficiently. Monitor and manage incidents through the ICT Service Desk system, ensuring clear communication and timely resolution. Collaborate with global ICT colleagues on problem management and service enhancements. Support meeting room technology, AV systems, and end-user device setup and maintenance. Escalate complex issues to senior engineers or vendors as required, ensuring proper follow-through. Participate in IT projects, deployments, and system improvements. Provide occasional after-hours or weekend support as part of global service coverage. What We're Looking For Knowledge and Technical Acumen Minimum five years of experience working in a Helpdesk or Desktop Support environment. Experience working within a process-mature (ITIL) environment. Proficiency with Helpdesk service management systems for logging and tracking support requests. Excellent problem-solving and troubleshooting skills. Comprehensive knowledge of both PC and Mac systems. Strong understanding of cloud system administration, including Office 365 and Microsoft Exchange Center. Solid administrative understanding of Microsoft Azure (Entra, Intune). Knowledge of networking and topologies, including WAN, LAN, TCP/IP, DNS, and DHCP. Experience supporting Microsoft 365 Office Suite, Windows 11, and macOS environments. Hands-on experience supporting HP, Brother printers, and Canon copiers. Proficiency with Zoom, Microsoft Teams, Polycom, and Neat for video and audio conferencing and presentation setups. Experience with MDM platforms such as Microsoft Intune and JAMF. Familiarity with cloud file systems and Microsoft Authenticator. Strong awareness of security best practices and common security threats. Proficiency in laptop hardware support and maintenance. Working knowledge of anti-virus and threat protection systems. Skills Excellent client service, time management, and organizational skills. Strong communication skills with the ability to explain complex technical issues in simple, clear terms. Highly motivated, enthusiastic, and adaptable — a flexible self-starter with a can-do attitude. Comfortable working independently or as part of a team. Strong active listening and analytical thinking abilities. Ability to manage multiple concurrent priorities effectively. Calm, professional, and confident under pressure. Creative problem solver who can think outside the box. Passion for technology and continuous learning, with an interest in emerging tools and trends. Ideal Candidate International work experience or familiarity with global business environments. Multi-lingual Why Join Us 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. The succ…