Technical Support Analyst II

2 weeks ago

Rye Brook, New York, United States Vessco Water Full time

POSITION SUMMARY

The main goal of this role is to deliver tier 1 assistance for hardware, software, systems, and overall exceptional IT support to users within the Vessco Water framework. Support may be provided in person, via phone, through email, or by utilizing remote screen-sharing technology. This position will develop expertise in our ticketing system and diligently maintain the information within the tickets. Common issues should be documented and added to the departmental knowledge base. The IT Support Specialist II will monitor ticket trends and suggest measures to mitigate frequently recurring issues.

KEY RESPONSIBILITIES:

  • Deliver tier 1 support for hardware, software, systems, and overall IT assistance.
  • Identify and resolve technical hardware and software challenges, including desktops, laptops, printers, and mobile devices.
  • Troubleshoot issues in person, over the phone, via email, or through remote screen-sharing.
  • Strive for first call resolution whenever possible.
  • Follow up with users, provide updates, and ensure issues are resolved completely.
  • Monitor incoming helpdesk tickets and update information accordingly.
  • Document common issues within the departmental knowledge base.
  • Analyze help desk tickets to identify patterns and recommend actions to minimize recurring problems.
  • Perform additional duties as assigned.

SUPERVISORY RESPONSIBILITIES:

  • None

REQUIRED QUALIFICATIONS:

  • 3-4 years of experience in IT support.
  • High school diploma or equivalent certification.
  • Excellent verbal and written communication skills, along with strong customer service abilities.
  • Proficient technical troubleshooting skills.
  • Ability to follow both verbal and written instructions effectively.
  • Familiarity with Microsoft Windows, Microsoft Active Directory/Azure AD, printers and multi-function devices, Microsoft Office 365 Suite, PC and laptop hardware, and mobile devices.
  • Adherence to procedures and company policies.

Salary: DOQ $70,000-85,000 annually

PREFERRED QUALIFICATIONS:

  • A degree or certification in a relevant field.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

While executing the responsibilities of this position, the employee is regularly required to sit. The employee frequently needs to communicate verbally or audibly. Occasionally, the employee must stand and use hands to manipulate objects, tools, or controls. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required for this role include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The work environment is a standard office setting. While performing the duties of this job, the employee may occasionally be exposed to fumes or airborne particles. The noise level in the workplace is minimal.

Job Posted by ApplicantPro

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