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 analyst answers questions and resolves computer problems in person, by telephone, or remotely, and assists with computer hardware, software, and related services such as printing, installation, word processing, email, and operating systems. The position is based primarily at a client site in Reading, Pennsylvania, with the employee reporting remotely to a manager. The role may also be performed from a remote/home office with some travel required. The analyst interacts daily with client management and employees and is expected to maintain a positive, professional attitude. Participation in a mandatory on-call rotation may be required. AV and conference-room support may also be needed, with training provided. Netrix Global provides cybersecurity and end-to-end IT services to clients across industries including healthcare, manufacturing, government, education, financial services, and legal services.

Requirements

At least 2 years of experience in hardware support and maintenance.
Strong 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 able to work independently.
Ability to multitask and work with minimal supervision.
Ability to maintain current technical understanding of technology within the discipline.
A biometric background check may be required based on customer needs.

Responsibilities

Monitor and respond promptly to assigned incident-management queues, documenting research, troubleshooting, and resolutions accurately.
Research, troubleshoot, and resolve incidents in a timely manner and in accordance with Netrix and client policies and standards.
Provide accurate, 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 design or installation specifications.
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 AV and/or conference-room support as needed by the client.
Maintain a 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 process or procedure improvements to enhance service quality.
Identify, research, and resolve incident root causes to prevent recurrence or impact to other users.
Monitor Netrix and client email regularly to stay informed about operations.
Attend staff and client meetings as required.
Participate in the mandatory on-call rotation as required.
Follow applicable Incident and Change Management processes and procedures to ensure the accuracy and integrity of delivered solutions.