Computer Support Analyst II

Netrix Global•Reading, PA

About The Position

Netrix Global is seeking a Computer Support Analyst II to provide timely, accurate technical support to internal and client employees. The role answers questions and resolves computer problems in person, by telephone, or remotely, and provides assistance with computer hardware, software, and related systems and services, including printing, installation, word processing, email, and operating systems. The position is based primarily at a client site in Reading, Pennsylvania, with reporting to a manager remotely. Remote or home-office work and some travel are also mentioned. The role may provide audiovisual and conference-room support, with training provided, and requires participation in a mandatory on-call rotation as needed. The analyst monitors and manages incident queues, troubleshoots and resolves user issues, documents work, follows up on open incidents, and helps users return to productivity. The role also involves hardware and software installation and minor repairs, user training, maintaining current technical knowledge, applying ITIL incident and change management procedures, contributing to projects and process improvements, and communicating with client management and employees. A biometric background check may be required depending on customer needs.

Requirements

At least 2 years of experience in hardware support and maintenance.
Excellent troubleshooting skills.
Strong understanding of Microsoft operating systems.
Ability to identify when something is wrong or likely to go wrong.
Excellent communication skills.
Highly self-motivated and independent.
Ability to multitask and work with minimal supervision.
Must maintain current technical understanding of technology within the discipline.
A biometric background check may be required depending on customer needs.

Responsibilities

Monitor assigned incident management queues and respond promptly, accurately documenting research, troubleshooting, and resolutions.
Research, troubleshoot, and resolve incidents in a timely manner according to Netrix and client policies and standards.
Provide accurate and creative solutions to complex user problems to restore productivity quickly.
Follow up daily on assigned open incidents.
Install and perform minor repairs to hardware, software, or peripheral equipment according to specifications, as needed.
Train users in the proper use of hardware and software.
Maintain current knowledge of relevant hardware, software, and systems to provide technically accurate solutions.
Provide audiovisual and/or conference-room support as needed by the client; training will be provided.
Maintain working knowledge of ITIL Incident and Change Management functions.
Develop, document, and communicate procedures for resolving user problems.
Participate in internal and client projects as required.
Recommend new or revised processes and procedures to improve service quality.
Identify, research, and resolve the root causes of incidents to prevent recurrence and address issues before other users are affected.
Monitor Netrix corporate email and client email regularly to stay current on operations.
Attend staff and client meetings as required.
Participate in a mandatory on-call rotation as required.
Follow applicable Incident and Change Management processes and procedures to ensure the accuracy and integrity of delivered solutions.
Interact daily with client management and employees while maintaining a positive and professional attitude.