Technology Support Analyst II

Essential Duties & Responsibilities

• Provide hands-on technical support by diagnosing and resolving hardware, software, and network issues, ensuring timely and effective solutions.
• Support the setup, configuration, and maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Manage service requests and incidents through the ticketing system, maintaining accurate records, clear communication, and prompt resolution.
• Collaborate with first-line support and escalate complex issues to the Technology Support Lead or specialized teams as needed.
• Identify recurring issues and recommend proactive, long-term solutions to improve system performance and user experience.
• Assist in delivering end-user training and guidance to enhance productivity and reduce common technical issues.
• Develop and maintain clear, user-friendly documentation for IT procedures, troubleshooting steps, and best practices.
• Partner with the Technology Support Lead and IT team to continuously improve service delivery and the overall support experience.

Qualifications

• Minimum of 2 years of experience in a technical support role, with hands-on experience troubleshooting hardware and software issues.
• High school diploma or equivalent required; associate’s degree or technical certification preferred.
• Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and common productivity tools.
• Strong customer service skills, with the ability to communicate effectively with users of varying technical backgrounds.
• Foundational understanding of networking concepts and protocols.
• Demonstrated ability to learn quickly and adapt to new technologies and processes.
• Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.

Pay

Compensation Range: $55,000-$65,000
Other Compensation: Bonus eligible

Benefits

• We are committed to providing employees a comprehensive benefits package which includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, and an employee assistance program.