Desktop Support Analyst II

Job Description

Provide Level I & II support, troubleshooting hardware, software, and connectivity issues for end-users. Manage and resolve technical incidents and service requests through in-person, phone, and remote support. Ensure timely resolution of issues, meeting SLAs and performance metrics. Support deployments, moves, adds, and changes, ensuring smooth system rollouts. Utilize imaging software like SCCM for system configuration and deployment. Maintain and troubleshoot Windows, macOS, and peripheral devices to minimize downtime. Assist remote employees with connectivity tools and remote access solutions. Collaborate with service desk, network, and IT teams to resolve complex technical issues. Apply software updates, patches, and security enhancements to maintain system integrity. Deliver exceptional customer service, ensuring a seamless user experience. Identify and suggest process improvements to enhance IT efficiency and user satisfaction.

Qualifications & Skills

• Education & Experience: Degree in Computer Information Technology (preferred) or equivalent experience. 4+ years of IT support experience, preferably in an enterprise environment with 500+ users.
• Technical Skills: Strong expertise in Windows and macOS operating systems. Hands-on experience with PC hardware, software installation, and troubleshooting.
• Familiarity with enterprise IT tools, remote troubleshooting, and network fundamentals.
• Soft Skills: Problem-solving mindset with the ability to troubleshoot complex issues. Excellent verbal and written communication skills, able to explain technical concepts to non-technical users. Ability to prioritize tasks, manage time effectively, and work in a fast-paced environment.

What AmeriLife Offers

• A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law.

Americans With Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process.

Pay Transparency Statement

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law.

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.