Technology Support Analyst II

Job Responsibilities

• Technical Support: Assist with diagnosing and resolving hardware, software, and network issues for end-users, ensuring efficient and timely resolutions.
• Device Management: Support the setup, configuration, and ongoing maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Ticket Management: Log, track, and resolve service requests and incidents using the organization's ticketing system, ensuring clear communication and timely updates.
• Escalations: Collaborate with the first-line support team, escalating unresolved or complex issues to the Technology Support Lead or other specialized teams.
• Proactive Problem Solving: Identify recurring technical issues, providing recommendations for long-term solutions and improvements.
• End-User Education: Assist with training sessions to help users improve efficiency and reduce common technical problems.
• Documentation: Maintain and update user-friendly documentation for common issues, solutions, and IT procedures.
• Team Collaboration: Work closely with the Technology Support Lead and other IT staff to improve service delivery and enhance the overall support experience.

Requirements

• High school diploma or equivalent is required, and an associate's degree or technical certification is preferred
• Minimum of 2 years of experience in technical support roles, with hands-on experience in hardware and software troubleshooting
• Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and common productivity applications
• Strong customer service skills, with the ability to communicate effectively with end-users of varying technical levels
• Basic understanding of networking concepts and protocols
• Willingness to learn and adapt to new technologies and procedures
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable

Benefits

This position is eligible for medical, dental, vision, and 401(k).

Pay

Pay Rate Range: $62,400–$68,400/year

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Company Information

Our client is looking for a Technology Support Analyst II to join their team. Please contact us today to discuss this opportunity!

About the Role

Are you looking for a growth opportunity for a reputable company with a positive work environment? Our client is seeking a Technology Support Analyst II to contribute to their team.

Equal Opportunity Employer

Addison Group is an Equal Opportunity Employer. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.