Support Analyst II

This role provides the most visible line of technical support in the company’s IT organization. The resource should have a friendly demeanor with the ability to comfortably deescalate a situation. Equal to the social side of the equation, the employee should have an aptitude for research and can quickly become an expert on new technologies. At this level, employee must have moderate experience with ICM-specific applications.

Finally, this is a very hands-on role which involves substantial end-user interaction. Perform all responsibilities in accordance with ICM’s corporate values of Innovation, Ownership, Humility, Collaboration, and Stewardship.

• Resolve support requests via office visit, telephone, or e-mail in a prompt, effective and courteous manner. Customers include local, remote, and field/roaming users.
• Support end-users with various issues, including:
  • Laptop and desktop hardware
  • Microsoft Windows operating systems and associated software products
  • Microsoft 365/Office 365 and associated applications
  • Audio-video conference technology
  • Apple and other mobile device platforms
  • Printers and network copiers
  • Network and wireless troubleshooting, including guest support
• Identify trends in user behavior and incidents, researching patterns that should be further investigated and coordinate with IT support team members for escalation and assistance of more critical or complex issues
• Maintain and execute recurring maintenance for hardware and software solutions
• Follow standard Support operating procedures; maintain records of daily data communication transactions, problems and actions taken
• Complete end-user install/move/add/change requests in manner consistent with licensing requirements
• Provide end-user support for company badging system
• Coordinate with cellular carriers to help oversee company’s mobility services, hardware, subscriptions, and users
• Coordinate oversight and execution of IT projects, working with business leaders as required
• Help maintain and oversee inventory levels

Education/Certification

• High school diploma or equivalent required
• College degree in related field preferred

Knowledge & Experience

• 3+ years’ experience supporting desktops at an organization of 100+ employees required
• Knowledge of basic computer hardware, switches, routers and wireless required
• Microsoft Windows client operating systems and related administrative tools experience required
• MS Office and Outlook experience required
• Networking, VPN, TCP/IP, and general networking concepts required
• Management and support of cellular services preferred

• Must possess valid driver’s license with no restrictions
• Role may require up to 10% travel (remote site visits and/or conferences & training)