IT Support Analyst II

Primary Duties And Responsibilities

• Use solid understanding of common IT concepts, including hardware, software, networking, and operating systems to provide Tier 1 support for IT support issues
• Diagnose and resolve common technical issues faced by end-users (e.g., printer problems, login issues, software glitches)
• Guide end-users through basic troubleshooting steps (e.g., rebooting, checking cables)
• Handle multiple tickets simultaneously using time management and quick response
• Communicate with end users via direct contact or electronic means such as email or teams
• In-Person desktop support for end users
• Computer and peripheral deployment across all departments
• Travel between branches in company owned vehicle
• Work in a ticketing system meeting company defined SLAs and Documentation Standards
• Maintain a professional demeanor, even under pressure and ensuring end-users feel supported
• Collaborate with other support tiers and departments effectively as needed
• Properly document incidents and service requests ensuring smooth handoffs and historical records

Education And Experience

• A high school diploma or GED required
• An associate degree in IT/Computer Science required
• 3+ years of experience performing Tier 1 support or a mix of experience and schooling/certifications
• IT Professional Certifications such as CompTIA A+ or Network+
• Familiarity with ticketing systems (such as ServiceNow, Jira, or Solarwinds) is essential for logging and tracking incidents

Knowledge, Skills, And Abilities

• Ability to troubleshoot more complex IT technologies such as Servers and Networking
• Proven experience creating processes around troubleshooting steps
• Understanding of sound security practices (password policies, data protection, etc.)
• Effective and clear communication skills to provide concise and empathetic communication with end-users, using active listening and patience, ensuring documentation and notes are accurate
• Adaptability to the rapidly evolving IT landscape, open to learning new technologies and processes
• Capability to be the point of escalation for Tier 1

Benefits

• Health, Dental and Vision insurance
• Life and Disability insurance options
• Paid Time Off starts accruing once hired and take your birthday off
• -paid 401k Retirement plan with up to a 10% match of your base gross compensation
• Tuition reimbursement opportunities & professional development
• Volunteer opportunities -and earn additional PTO hours!
• On-site clinics for Vaccines and Mammograms
• And many more!