Technical Support Analyst II

About the role

The Technical Support Analyst II provides support for all end user computing hardware, software, and networking equipment. They lead and share knowledge with the Technical Support Analyst I, interacting with all business units and serving as the primary IT contact. Essential duties include responding to end user requests, troubleshooting, and resolving issues.

Responsibilities

• Respond to incoming end user requests and issues via ticketing system and phone queue
• Troubleshoot and configure Windows and Apple desktop and laptop equipment, printers, network connections, and Smartphones
• Provide top-level technical support for multiple products to internal employees
• Proactively resolve problems by following department protocols and escalating issues when necessary
• Act as an end user advocate while maintaining quality customer service and effective communication with end users
• Maintain user and email accounts in Microsoft Active Directory/Exchange and support end-user moves, additions, changes, and departures
• Serve as an integrated team member and work with other IT department members regarding computer troubleshooting and technical support
• Utilize appropriate tools to provide end user support and issue resolution
• Research and recommend innovative and automated approaches for system administration tasks
• Contribute to department's knowledge base articles and FAQ's
• Show strong analytical and communication skills, including working directly with all levels of staff and external vendors to determine sound solutions for business requirements
• Aid in hardware and software purchases
• Possibly train more junior team members
• Test new technology
• Lead multiple low-complexity projects assigned by manager and ensure solutions are well-engineered, operable, and maintainable
• Understand ITIL processes and implement ITIL concepts
• Increase complexity in problem solving, providing insights at a larger scope
• Work with other IT support teams to improve service, user knowledge, and self-sufficiency while providing the highest level of customer care
• Able to travel to other offices for local hands-on support, maintenance, and scheduled site visits
• Available to work rotating late shifts/on-call schedule as assigned, providing support during evening and weekend hours

Qualifications

• Four (4)+ years' IT experience with end user computing hardware and business applications
• Associate’s degree in a related field, or two (2)+ additional years of directly-related experience
• Minimum of one technical certification related to position (A+, Network+, MCSA: Windows, MCSE: Desktop Infrastructure, ITIL, HDI)
• In-depth technical experience of enterprise Microsoft environments (AD, Microsoft 365, Group Policy, Office applications, PowerShell)
• A foundational understanding of ITIL or HDI
• Advanced knowledge of computer hardware and networking technologies
• Maintain a positive attitude and customer advocate through issue resolution
• Able to maintain professionalism under stress
• Able to maintain confidentiality

Compensation

The salary range for this role is $28.24 - $47.07 in Colorado & Utah, and $26.82 - $44.72 in Idaho. The position will be located in Boise. A discretionary bonus may be available based upon performance.

Benefits

• Medical, dental, vision, life, AD&D, EAP, STD, and LTD insurance
• Voluntary income protection benefits such as supplemental life, accident, critical illness, and hospital indemnity insurances
• 401(k)-retirement plan with a company match
• Free or discounted legal services
• Opportunities through the Holland & Hart Foundation

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.