Support Analyst II
Smart & Final · Troy, MI · 2 wk ago
Information TechnologyFull-time
Duties and Responsibilities
- Serves as an escalated point of contact for IT-related issues via phone, email, and ticketing systems.
- Track, document, and update incidents and service requests in the helpdesk system.
- Communicate updates, resolutions, and follow-ups to ensure high user satisfaction.
- Diagnose and resolve hardware, software, and connectivity issues.
- Identify root causes to help prevent recurring issues.
- Maintain IT inventory, warranties, and asset tracking systems.
- Support enterprise systems, including Windows OS, Microsoft 365, printers, and business applications.
- Provide user knowledge transfer and training as needed.
- Create and maintain knowledge base articles, FAQs, and user guides.
- Contribute to improving IT processes, workflows, and service delivery.
- Programs, implements, and documents technical hardware staging and software installation.
- Perform computer hardware and software maintenance as needed and instructed.
- Provide remote and on-site support across multiple locations.
- Participate in infrastructure technology enhancements and rollouts.
- Support and assist with the Microsoft 365 environment as well as its applications.
- Support board meetings, executive event setup, and live-streaming operations.
- Aid in email security, spam filtering, and mailbox management.
- Aid in employee onboarding and equipment training.
- May be required to be on call 24/7, including after business hours, weekends, and holidays.
Knowledge, Skills, and Abilities
- Bachelor’s degree in information technology, Computer Science, or related field.
- An equivalent combination of certifications and experience may be substituted for the minimum requirements.
- Preferred: 3–5+ years of experience in Tier 1 or Tier 2 IT support, service desk operations, or systems administration.
- Experience supporting and knowledge of Microsoft 365 and Windows-based environments.
- Foundational knowledge of networking concepts such as TCP/IP, DNS, and DHCP.
- Experience developing and delivering training modules.
- Experience with hardware staging, deployment, and maintenance.
- Experience with logging and routing in helpdesk/ticketing systems.
- Experience with performing in-depth root cause analysis for recurring or high-impact incidents.
- Strong customer service and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to manage time and projects with minimal supervision.
- Must be able to lift IT equipment.
Qualifications
- Must have strong problem-solving and analytical skills.
- Must be able to work independently and as part of a team.
- Must have excellent interpersonal and communication skills.
- Must have a valid driver's license and reliable transportation.
Benefits
- Competitive salary commensurate with experience.
- Health insurance coverage.
- Paid time off.
- Professional development opportunities.
Pay
- Salary range: $50,000 - $70,000 annually.
Schedule
- Full-time position.