IT Support Analyst II

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* As required under NYC Human Rights Law Int  - Salary range for this role when Hired for NYC Offices

Provides remote and on-site support for workstations, laptops, printers, mobile, IoT and peripheral devices. This role fields customer questions and problems and uses technical knowledge to independently resolve the issue, or partner with the appropriate IT technical resource to identify the solution. This role also assists junior analysts, as needed, prior to determining need for escalation.

• Researches, resolves and responds to incidents and requests reported by customers regarding end-user devices, (e.g. workstations, printers, etc.) along with some ancillary support for application issues.
• Uses systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert.
• May develop, maintain and/or disseminate departmental or functional specific policies and procedures. Will also be responsible for maintaining departmental standard operating procedures (SOP) manual if available.
• Triages complex issues that span across multiple technologies (Ex: Networking, Security).
• Addresses IT tickets at remote offices and buildings across multiple locations within NYC, including the boroughs.
• Uses a ticketing system to manage assigned cases. Logs all activities and case updates. Creates and maintains accurate asset records for all devices worked on.
• Assists clinical departments with coverage in a dedicated support capacity.
• Manages and configures devices' network connectivity, from port activation to IP assignment.
• Configures desktops, laptops, Operating Systems, mobile devices, printers, and IoT devices, providing them with standard software, full network connectivity and user configurations and preferences.
• Ensures that all devices meet institutional security standards in regards to encryption, management, and protection prior to connecting them to the network.
• Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements.
• Ensures metrics and service level agreements are upheld. Provides timely response to customers, in accordance with service level agreements.
• Contributes to and helps maintain the Knowledge Base.
• Coordinates and executes large scale hardware refreshes and office relocation projects.
• Provides white-glove service to Senior/Executive Leadership as needed.
• Assists junior analysts with incidents when able, prior to escalating to another technology group as needed.

• Bachelor's Degree

• Significant related experience (4+ years directly related) can be considered in lieu of degree.
• Minimum of 2 years of IT Support in an Enterprise environment.
• Following certifications not required, but preferred:
  CompTIA A+, Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Expert (MCSE), HDI Desktop Support and/or ITIL Foundations.

• Demonstrated experience with an IT Service Management ticketing system.
• Demonstrated experience supporting end-user services technology, including Windows and Mac OS desktop support, iOS and Android mobile device support and Exchange support in an Enterprise environment.
• Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets, printers, and IoT Devices.
• Familiar in navigation of various and generic OS/GUI systems of devices.
• Demonstrated knowledge of Citrix environment and virtualization technologies.
• Familiar with escalation processes regarding other technology groups.
• Demonstrated experience with network connectivity troubleshooting.
• Able to work in both individual contributor and team setting to accomplish goals.
• Demonstrated ability to work with minimal supervision in various remote offices and locations throughout NY.

• Ability to work flexible hours, including weekends, early mornings and/or late nights.
• Position requires working in an office environment where there are some physical discomforts such as dust, dirt and noise.
• Ligh…