IT Support Analyst II

Location: Midtown | Org Unit: Desktop Support | Work Days Weekly Hours: 35.00 | Exemption Status: Non-Exempt

About the role

Provides remote and on-site support for workstations, laptops, printers, mobile, IoT and peripheral devices. This role fields customer questions and problems and uses technical knowledge to independently resolve the issue, or partner with the appropriate IT technical resource to identify the solution. This role also assists junior analysts, as needed, prior to determining need for escalation.

Responsibilities

• Researches, resolves and responds to incidents and requests reported by customers regarding end-user devices, (e.g. workstations, printers, etc.) along with some ancillary support for application issues.
• Uses systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert.
• May develop, maintain and/or disseminate departmental or functional specific policies and procedures.
• Will also be responsible for maintaining departmental standard operating procedures (SOP) manual if available.
• Triages complex issues that span across multiple technologies (Ex: Networking, Security).
• Addresses IT tickets at remote offices and buildings across multiple locations within NYC, including the boroughs.
• Uses a ticketing system to manage assigned cases.