Technical Support Analyst II

General Purpose

The Technical Support Analyst II will provide the support for all end user computing hardware, software, and networking equipment and will provide leadership and knowledge sharing with the Technical Support Analyst I. This position will interact with all business units and will be the primary face of the IT department and will therefore require excellent customer service skills, a positive and professional attitude, and is team oriented with the ability to work independently within the team environment.

• Respond to incoming end user requests and issues via ticketing system and the phone queue
• Troubleshooting and configuration of Windows and Apple desktop and laptop equipment, printers, network connections, Smartphone’s etc
• Provide top level technical support for multiple products to internal employees
• Proactively resolve problems by following department protocols and ___?
• Be an end user advocate while maintaining quality customer service and effective communications with the end user when analyzing, updating and resolving tickets.
• Promote the use of technology as a means of efficiency, while adhering to best practices and technology policy
• Maintain user & email accounts in Microsoft Active Directory/Exchange and support end-user moves, additions, changes, and departures
• Serve as an integrated team member and work with other IT department members regarding computer troubleshooting and technical support
• Utilize appropriate tools to provide end user support and issue resolution
• Research and recommend innovative and automated approaches for system administration tasks
• Contribute to department's knowledge base articles and FAQ's
• Strong analytical and communication skills including working directly with all levels of staff and external vendors to determine sound solutions for business requirements
• Assist Technical Support Manager with hardware and software purchases
• Possibly training more junior team members
• Testing new technology
• Responsible for leading multiple low-complexity projects assigned by manager and ensure solutions are well engineered, operable, and maintainable
• Understanding of ITIL processes and experience implementing ITIL concepts
• Increasingly complex problem solving, providing insight at a larger scope
• Works with other IT support teams to improve service, user knowledge and user self-sufficiency while providing the highest level of customer care
• Able to travel to other offices for local hands support, maintenance, and scheduled site visits
• Available to work rotating late shift/on-call schedule as assigned, providing support during evening and weekend hours
• Communication:
  Understands the importance of and demonstrates verbal, written, and non-verbal communications.
• Customer/Client
  
  Experience:
  
  Creates a consistent and exceptional experience for others, whether directly to external clients/customers or indirectly through internal support, that elevates the overall perception of the firm.
• Job Knowledge & Technical Skill:
  Demonstrates an understanding of objectives, duties, responsibilities, and expectations of the job with exceptional quality work.
• Team Player:
  Works within team and cross-functionally to meet required results.

• Four (4)+ years’ IT experience with end user computing hardware and business applications.
• Associate’s degree in a related field, or two (2)+ additional years of directly-related experience.
• Minimum of one technical certification related to position (A+, Network+, MCSA: Windows, MCSE: Desktop Infrastructure, ITIL, HDI).
• In-depth technical experience of enterprise Microsoft environments (AD, Microsoft 365, Group Policy, Office applications, Power Shell).
• A foundational understanding of ITIL or HDI
• Advanced knowledge of computer hardware and networking technologies
• Maintain positive attitude and customer advocate through issue resolution
• Ability to maintain professionalism under stress
• Ability to maintain confidentiality
• Deadline-driven with excellent time management ability
• Ability to work closely with other IT staff to ensure that network, system, security, and regulatory concerns are properly addressed
• Ability to multitask, prioritize work and manage own time to meet team goals and deadlines
• Logical and experienced troubleshooting methodology
• Strong analytical and problem-solving skills
• Strong written and verbal communications skills

Requires mobility sufficient to travel. Some bending, stooping and stretching. Occasionally lifting items weighing up to 30 lbs. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Extensive data input and required ability to sit for long periods of time. Regular and consistent attendance on the job is an essential function.

The physical demands described here are representative of those that must be met by this position to successfully perform the essential functions of this job. Reasonable…