IT Support Analyst II
About The Position
The IT Support Analyst II will support and help maintain the safe and secure operations of the company’s IT systems. The Analyst II must possess exceptional computer hardware and software knowledge to address complex support issues arising from company owned PCs, printers, and software applications. This individual will participate in continuous improvement process planning with the objective of enhancing the company’s IT systems. The position requires an individual who is capable of adapting to, and expanding his or her understanding and grasp of, new and evolving IT hardware and software systems. The position requires responsiveness and strong communication capabilities as service will be provided to company users via telephone calls, email, and service desk tickets focusing on resolving issues quickly and efficiently. The position requires collaboration, working with technical support staff with various levels of experience and knowledge.
Requirements
- High school diploma or equivalent required.
- 5+ years prior Service Desk or IT experience
Nice To Haves
- College degree in IT related field or STEM equivalent strongly preferred
- SCCM, PowerShell, Office 365 support experience preferred
- CompTIA A+ certification preferred
Responsibilities
- Responsiveness, reliability, and accountability
- Excellent communication skills (written and verbal)
- Collegiality and collaboration; ability to interact positively with employees at all levels of the company
- Support Microsoft core business applications and operating systems
- Microsoft Office 365 Administration
- Advanced network troubleshooting: WAN and LAN connectivity, WIFI, and security
- Remote access support: VPN, Dameware, Remote Desktop
- Support end users via ticketing system, telephone, text/instant messaging, and email
- Communicating with customers and coworkers timely and professionally
- Identify and escalate service requests that require other resources and support
- Submit and manage hardware warranty requests
- Contribute to policies and procedures relating to the company’s IT systems
- Good record-keeping and documentation skills
- Use SCCM to deploy and configure PCs, package and deploy an application
- Printer installation and configuration; printer deployment solution administration
- Support various Caterpillar software/diagnostic applications
- User account administration
- Active Directory administration
- User data migration
- Web browser support and web security administration
- Identifying IT vulnerabilities and areas for process improvements
- Mobile device support
- Server data migration
- Policy administration for mobile device Management (MDM)
- Administer user data retention
- Perform tasks with PowerShell and other various scripting languages (VB, Python, Pearl)
- Troubleshoot email issues by performing mail traces and examining MX Records
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
