IT Support Analyst II

Responsibilities

• Provides remote and on-site support for workstations, laptops, printers, mobile, IoT and peripheral devices
• Fields customer questions and problems and resolves issues independently or partners with IT technical resources
• 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
• Uses systems and diagnostic tools to troubleshoot issues
• May develop, maintain and/or disseminate departmental policies and procedures
• Responsible for maintaining departmental standard operating procedures (SOP) manual
• Triages complex issues that span across multiple technologies (Ex: Networking, Security)
• Addresses IT tickets at remote offices across multiple locations within NYC
• Uses a ticketing system to manage assigned cases and logs all activities and case updates
• Creates and maintains asset records for all devices worked on
• Configures desktops, laptops, Operating Systems, mobile devices, printers, and IoT devices
• Ensures that all devices meet institutional security standards prior to connecting them to the network
• Answers end-user technology questions and provides information regarding departmental computing policies and service agreements
• Ensures metrics and service level agreements are upheld
• Provides timely response to customers
• 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

• 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
• Familiarity 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.