Technical Support Analyst II - Enterprise Technology (Onsite)

Responsibilities

• Responds to Level I technical and desktop support for incidents and requests.
• Performs advanced troubleshooting procedures and solves complex technical problems on computer hardware, software, components, and network connectivity.
• Maintains high customer satisfaction by interacting with users via ServiceNow Self-Service, chat, telephone, and email.
• Mentors Level I analysts, handles escalated issues, and contributes to the development of support documentation and training materials.

Qualifications

• High School Diploma or equivalent required.
• 3 to 5 years of prior Help Desk and Desktop Support experience for a company with at least 400 users.
• 3 years of experience supporting Windows operating systems and Office products; proficiency supporting Macintosh hardware and software a plus.
• Experience supporting and troubleshooting network connectivity (local, remote, VPN) issues.
• ITSM experience a plus, including ITIL principles.
• Ability to work under pressure, prioritize multiple requests, meet deadlines, and achieve goals.
• Strong telephone, oral, and written communication skills required.
• Must demonstrate accountability, willingness to accept responsibility, and commitment to customer satisfaction and excellent attention to detail.

Benefits

Our comprehensive benefit package includes medical, dental, 401K match, paid time off (including volunteer time as well as parental leave), and so much more!