IT Support Analyst

2 weeks ago


Phoenix, Arizona, United States Gothic Landscape, Inc. Full time
About Gothic Landscape, Inc.

At Gothic Landscape, we pride ourselves on assembling a distinguished team of IT professionals dedicated to delivering exceptional customer support. Our mission is to address the technological needs of our organization through ongoing education and innovative practices.

Position: Level 2 Technical Support Specialist

We are in search of a Level 2 Technical Support Specialist who will be instrumental in maintaining a smooth and effective IT infrastructure for our internal stakeholders. The ideal candidate will demonstrate strong analytical skills, advanced technical expertise, and outstanding communication capabilities.

Key Responsibilities
  • Growth Mindset: Encourage a culture of continuous improvement within the IT department to foster learning and innovation.
  • Exceptional Customer Service: Provide outstanding customer service by clearly communicating solutions with empathy and patience.
  • Complex Problem Resolution: Identify and resolve intricate technical challenges across various IT platforms.
  • Incident Management: Manage incidents and service requests using a ticketing system to ensure prompt resolution.
  • System Administration: Execute advanced tasks in system management, including user accounts and email services.
  • Network Troubleshooting: Support the management and resolution of network-related issues.
  • Security Measures: Recognize and address security vulnerabilities using cybersecurity tools.
  • Documentation: Develop and maintain technical documentation and knowledge base entries.
  • Project Assistance: Support IT projects, including deployments, migrations, and upgrades.
  • Hardware and Software Support: Install, configure, and troubleshoot hardware and software problems.
  • Mobile Device Management: Oversee and support mobile devices through management solutions.
  • Remote Assistance: Provide remote support across multiple locations and conduct on-site visits as necessary.
  • Availability: Be prepared to offer support during weekends or after hours when needed.
Qualifications
  • Education: Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
  • Experience: 3-5 years of relevant experience in technical support or help desk roles.
  • Technical Skills: Proficient in Windows operating systems, user management, and network protocols.
  • Communication Skills: Excellent verbal and written communication abilities.
  • Analytical Skills: Strong problem-solving skills with a focus on customer satisfaction.
  • Certifications: Relevant certifications such as CompTIA A+, Network+, or Security+ are advantageous.
  • Bilingual Skills: Proficiency in both English and Spanish is a plus.
  • Physical Capability: Ability to lift and transport equipment weighing up to 50 lbs.
Benefits
  • Comprehensive medical, dental, and vision coverage
  • 401(k) plan with company matching
  • Nine paid holidays annually
  • Paid vacation and sick leave
  • Opportunities for technical conference attendance and advanced IT training

Join Gothic Landscape, Inc. and advance your career in the IT field. We are committed to equal employment opportunities and fostering an inclusive workplace where all employees can succeed.


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