Support Analyst II

POSITION PURPOSE:

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 type role which involves substantial end-user interaction.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Resolve incoming support requests via office visit, telephone, and e-mail in a prompt, effective and courteous manner. Customers include local, remote, and field/roaming users.
• Assist end-users with support issues, spanning:
  1. Laptop & desktop hardware
  2. Windows 11 and basic OS support
  3. M365/Office365 and related software
  4. Teams video conferencing technology
  5. Apple and other mobile device platforms
  6. Printers and network copiers
  7. Network & wireless troubleshooting, including guest support
• Coordinate with other 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 Help Desk operating procedures; maintain records of daily data communication transactions, problems and remedial actions taken.
• Support end-user install/move/add/change requests in manner consistent with licensing requirements.
• Provide end-user support for company badging system.
• Identify trends in user behavior and incidents, researching patterns that should be further investigated.
• Participate in server and network troubleshooting and support as needed.

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
• M365/Azure/Intra ID experience preferred
• Networking, VPN, TCP/IP, and general networking concepts required
• Management and support of cellular services preferred