Technical Support Analyst II

Technical Support Analyst II

Requirements

• Associates degree or equivalent combination of education and experience required
• BA/BS degree preferred
• At least 2+ years’ related experience with increasing responsibility in a technical role for a midsize or larger organization (500+ user environment)
• Must have hands on experience with desktop support, application, and network connectivity
• Solid working knowledge and in-depth understanding of Microsoft Windows 7/10, Exchange 2010, Active Directory, and Microsoft Office 2010 – 2016 as well as imaging and enterprise deployment software

Responsibilities

• Diagnoses, identifies, isolates, and resolves Level 1-2 and some Level 3 issues utilizing historical database records and technical expertise
• Supports a user community of all levels of employees with desktop applications, hardware components, network connectivity, smartphone and proprietary software
• Configures, installs, moves, upgrades, tracks, tests and repairs hardware, software as well as peripheral components
• Under close to general supervision, assists with technical projects from concept through resolution
• Alerts management to outages, priority issues, recurring problems and patterns
• Provides after-hours on-call support per established rotation schedule
• Adheres to the IT Department and the Company’s policies, procedures and established best practices
• Creates and/or revises existing technical documentation and procedures as needed
• Collaborates cross-functionally with other departments within IT to work through technical issues
• Coordinates vendor site visits for repairs of printers, Audio Visual (A/V) equipment as well as conference room equipment
• Manages the account lifecycle for internal and external clients
• Prepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates
• Alerts management to outages, priority issues, reoccurring problems and patterns with internal and external clients
• Under close to general supervision, works on projects as well as resolves complex problems to resolution by utilizing a variety of tools and intra-company resources

Preferred Qualifications

• CompTIA A+ and Security + certification, not required, but strongly preferred
• CompTIA Network+ or Windows 7/10, not required, but preferred