Technical Support Analyst II

Summary of This Role

Responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Resolves issues through multiple communication channels for support requests from end users to record and resolve reported incidents, service requests, and access requests within agreed service levels. Investigates and responds to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users.

What Part Will You Play?

• Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practices for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution
• Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times
• Troubleshoot and repair hardware and software issues on multiple operating systems
• Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals
• Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies
• Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms
• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes
• Deploy software and system images for multiple OS and hardware standards
• All other duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 2 Years Relevant Exp
• Proven team player with outstanding interpersonal and communication (written & oral) skills
• Experience of cross functional working and cultural sensitivity
• Demonstrated experience supporting end user Windows, Chrome, and Apple devices within an enterprise setting
• ​Knowledge and administration of Microsoft Active Directory

Preferred Qualifications

• Nothing specified

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
• Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.