L2 Systems Analyst

Principal Duties and Responsibilities

• Serve as the client-facing component of the Enterprise IT group.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Readily project a sense of urgency – be ready to escalate to Level 2 and Level 3 support when proper troubleshooting has been done, and no resolution has been found within 30 minutes.
• Respond to queries either in person or over the phone. Be accountable to a hotline phone system.
• Create documentation for the online support system so resolutions to issues can be handled more efficiently.
• Create accounts for users and Office 365 email/modify accounts/reset passwords for users when proper ticket is submitted per our audit requirements.
• Walk customers through problem-solving processes.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure the issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Use and manage a ticketing system.

Additional Requirements

• Maintain a positive, cooperative, and teachable attitude.
• Able to work well in a team environment.
• Comfortable working & communicating with business leadership.
• Comfortable reaching out for help when needed.
• Able to travel, as needed, for projects and assignments.
• Contribute to the overall success of Comfort Systems USA.
• Demonstrates flexible attitude, and determination for problem solving.