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Job DescriptionJob DescriptionJob Summary

The IT Support Analyst II will provide maintenance of the computer environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. This role is responsible for administration and internal support of the Company's PCs, printers, servers, and related equipment. The IT Support Analyst II is also responsible for user support, license tracking, and performing PC maintenance, upgrades, and configurations.

Job Duties

  • Provide support through the IT Helpdesk and resolve highly complicated problems to the end user's satisfaction quickly and effectively.
  • Provide escalated support for Jr. IT Staff and assist with training as required.
  • Perform Setup/Security checks of Wireless Networks.
  • Perform network penetration testing as assigned.
  • Deploy and manage Nextiva.
  • Microsoft 365/ Entra Administration.
  • Utilize and maintain the Helpdesk tracking software.
  • Document internal procedures.
  • Assist with onboarding of new users.
  • Document of computer systems and programs based on user or system design specifications.
  • Document and modify computer programs related to machine operating systems.
  • Deploy, install, test, and configure new workstations, peripheral equipment, and software.
  • Maintain inventory of all equipment, software, and software licenses.
  • Manage PC setup and deployment for new employees using standard hardware, images, and software.
  • Assign users and computers to proper groups in JumpCloud.
  • Perform timely workstation hardware and software upgrades as required.
  • Provide training on phone systems and Microsoft Applications as required

Competencies

  • Technical Capacity.
  • Communication - Clearly conveys information and ideas through a variety of media - written, verbal and digital - to individuals and groups in a manner that engages the audience and helps them understand and retain the message. Demonstrates a high level of professionalism.
  • Critical Thinking & Problem Solving - Identifies, evaluates, and challenges assumptions that frame thinking and behavior. Analyzes issues and solves problems with accuracy, clarity, depth, breadth, logic, open-mindedness, and fairness.
  • Time Management.
  • Customer Service - Understands and maintains client needs and relationships, internal and external, as the primary driver of work goals and activities. Values and earns customer trust and respect through meeting and exceeding client expectations.

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Work Environment

This role operates in a professional, yet flexible, work environment. This role will require the use of standard office equipment such as computers, phones, headsets, photocopiers, fax machines, etc.

Minimum Qualifications

  • High School diploma or equivalent experience.
  • CompTIA A+ Certification or equivalent experience.
  • Experience with Windows 10/11 and Mac OS.
  • Customer service mentality, with the ability to multitask and work in a fast-paced team environment.
  • Able to lift 50 lbs.
  • 2-3 years of IT technical support experience.

Preferred Qualifications

  • Bachelor’s degree in information systems, business, or related field or equivalent experience.
  • Experience working with Microsoft and VOIP systems.
  • Applicable Microsoft Certifications (MS-900, SC-900, AZ 900, AZ-104)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and/or listen. The employee frequently is required to stand, walk, use hands and fingers, and reach with hands and arms. This role may require long periods of sitting at a desk and working on a computer. Also, the employee must be able to lift 50 pounds at times.