IT Support Analyst II
About The Position
The IT Support Analyst II provides hands-on technical support for end-user devices and IT solutions in office and production environments. This customer-focused role collaborates with local and remote teams to resolve technical issues, support business and production needs, execute projects, and drive continuous improvement and innovation. The role includes diagnosing and resolving hardware, software, and infrastructure issues; maintaining technical documentation; supporting permissions and licensing compliance; collaborating with IT teams to implement and maintain standards; and installing, configuring, troubleshooting, and upgrading software and systems.
Requirements
- 3 to 7 years of experience supporting end-user devices.
- Advanced knowledge of Windows and mobile iOS environments.
- Ability to diagnose and resolve hardware and software issues independently or with higher-level technicians.
- Effective customer support and service skills.
- Ability to communicate moderately complex technical information to team members and users, including drafting higher-level and global communications.
- Ability to manage and prioritize multiple support tasks and goals.
- Proficiency in creating and maintaining technical documentation and support guides.
- Ability to deploy software manually and automatically using tools such as SCCM, Intune, or custom scripts, and troubleshoot installation, crash, and performance issues.
- Ability to use analytical methods to identify and solve typical IT problems.
- Understanding of ITSM/ITIL standards and processes.
- Ability to work effectively in a fast-paced environment, collaborate, communicate, work independently, and manage priorities.
- Must be a U.S. Person within the meaning of ITAR and EAR, or eligible to obtain all required authorizations.
Nice To Haves
- Understanding of Linux operating systems.
Responsibilities
- Diagnose and resolve hardware, software, and infrastructure issues for end users, providing timely and effective solutions.
- Develop and update troubleshooting guides, knowledge base articles, and support procedures.
- Apply permissions and licensing practices and ensure compliance within the environment.
- Collaborate with other IT departments to implement and maintain IT standards and practices.
- Install and configure software, troubleshoot issues using local and global documentation, and perform system upgrades.
- Track, prioritize, and document IT support tickets within the ITSM system.
- Manage and maintain local and enterprise IT systems and infrastructure.
Benefits
- Annual cash bonus opportunity.
- 401(k) match (4.5%).
- Annual Woodward stock contribution (5%).
- Tuition reimbursement and training/professional development opportunities.
- 12 paid holidays.
- Medical, dental, and vision insurance upon date of hire.
- Vacation, sick time, vacation buy-up, short-term disability, and bereavement leave.
- Paid parental leave.
- Adoption assistance.
- Employee Assistance Program, including mental health benefits.
- Member life and AD&D insurance and long-term disability.
- Member referral bonus.
- Spouse/child optional life, optional AD&D, and healthcare and dependent care flexible spending accounts.
- Voluntary benefits including home/auto insurance discounts, whole life insurance, critical illness insurance, legal assistance, and military leave.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
