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IT Analyst II

2 months ago

Houston, United States PBK Full time
Your Impact:
  • Workstation configuration, deployment, and troubleshooting with Windows 10 / Windows 11.
  • Diagnose and resolve complex hardware issues.
  • Installation of PBK approved applications, plugins, and toolsets.
  • Monitor and resolve hardware and software issues through event logs and INC RMM toolset.
  • Provide installation, troubleshooting, and guidance for PBK approved applications and software.
  • Provide escalated support for all Level 1+ escalations.
  • Onboard new users and workstations, adhering to the established PBK onboarding policy.
  • Offboard employees and workstations, adhering to established PBK offboarding policy.
  • IT Analyst is required to complete a Service Desk ticket for all activity with thorough and complete documentation.
Here's What You'll Need:
  • Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent work experience.
  • 5+ years of experience in an IT support role.
  • Provide second-level technical support for hardware, software, and network-related issues.
  • Collaborate with Level 1 support analysts to escalate and resolve complex issues.
  • Use remote support tools to troubleshoot and resolve technical issues.
  • Perform root cause analysis and develop solutions to recurring issues.
  • Document all employee interactions and support requests in the ticketing system.
  • Communicate technical information to non-technical users in a clear and concise manner.
  • Provide guidance and mentorship to Level 1 support analysts.
  • Continuously update technical knowledge and skills to stay current with industry trends and advancements.
  • Adhere to company policies, procedures, and best practices.
  • Maintain cleanliness and organization in all IT spaces.
  • Assist with the development and implementation of IT policies, procedures, and best practices.
  • Escalate unresolved issues to Tier 3 support.
  • Maintain a detailed, advanced working knowledge of PBK telephones, desktops, laptops, workstation peripherals, printers, network drives, PBK approved applications and plugins, and IT toolsets, including RMM and ticketing system.
  • Have a working knowledge of Microsoft 365, specifically with Azure Active Directory, Endpoint Manager, Intune, and Autopilot.
  • Complete documentation and ticketing thoroughly, completely, and accurately.
  • Complete time entry and tickets in real-time.
  • Address all open issues every business day, until resolved.
  • Address escalations from Level 1 within the same business day.
  • Complete a minimum of one certification per calendar year.
  • Continued education and training is expected.
  • Solid understanding of Windows operating systems and Microsoft Office Suite.
  • Familiarity with architecture applications such as AutoCAD, Revit, SketchUp, Lumion, and Adobe products is a plus.
  • Ability to troubleshoot hardware and software issues on laptops, desktops, printers, and other peripherals.
  • Strong problem-solving and analytical skills.
  • Excellent written and verbal communication skills.
  • Ability to work independently and in a team environment.
  • Demonstrated ability to prioritize and manage multiple tasks and responsibilities.
  • Completion of CompTIA A+ Certification.
  • Completion of Microsoft Exam MD102: Endpoint Administrator preferred.
  • Completion of Microsoft 365 Certified: Fundamentals preferred.