IT Support Analyst II

4 weeks ago

Scottsdale, Arizona, United States Reliance Full time
Job Summary

The IT Support Analyst II is responsible for delivering exceptional customer service to end-users by providing practical solutions to a wide range of applications and technology problems. This role requires a skilled communicator with the ability to gather customer information, break down low to medium complex problems, and identify solutions to quickly resolve reported issues.

Key Responsibilities
  • Provide technical support via telephone, email, or online to end-users on various application and technical issues.
  • Gather customer information and determine the customer's issue by analyzing symptoms and identifying the underlying problem.
  • Determine the severity of the problem and ensure a minimal response time through a triage process.
  • Provide practical solutions to a wide range of applications and technology problems/issues.
  • Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures.
  • Identify, troubleshoot, research, and resolve basic technical problems.
  • Use a knowledge base to identify problems and possible solutions.
Knowledge Management

The IT Support Analyst II must be able to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems.

  • Document and disseminate identification and resolution of problems to avoid future redundant work efforts.
  • Contribute to the knowledge base and communicate across the team.
Customer Service

The IT Support Analyst II must be able to develop and maintain strong relationships with customers by listening, understanding, and responding to their needs.

  • Provide service to internal and external customers to satisfy their needs and expectations.
  • Listen to concerns and resolve reported issues effectively and promptly.
  • Committed to continuous improvement.
  • Ensure and comply with customer response timelines (SLAs) based on the severity of reported issues, including documenting concise and accurate status information in the ServiceNow ticketing system.
  • Anticipate customers' needs and move to effectively address issues.
  • Establish relationships with customers, providing education/training as appropriate.
  • Deliver high-quality solutions that meet the organization's needs.
Supplemental Duties and Responsibilities

The IT Support Analyst II must be able to pursue training and development opportunities, strive to continuously build knowledge and skills, and assist personnel in other RTS departments to resolve technical and/or application issues.

  • Act as a back-up to the Field Operations team as needed.
  • Other duties as requested.
  • Train newly assigned staff.
Requirements

The IT Support Analyst II must have a Bachelor's Degree or equivalent work experience in a related field, IT certifications or equivalent work experience, and the ability to effectively communicate, both verbally and in writing, at all levels, including customers, vendors, peers, business stakeholders, and management.

  • Must be self-motivated and able to work independently, with minimal supervision, and as part of a team.
  • Detail-oriented with excellent interpersonal communication skills.
  • Excellent customer service skills.
  • 3+ years of experience supporting desktop and application technologies, such as Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers, and handheld scanners.
  • 2+ years of experience supporting the following applications and technologies preferred: Trend Micro Antivirus, Citrix, Active Directory, TCPIP, DNS, DHCP, and WINS.

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