IT Support Analyst II

Woodward L'Orange•Spartanburg, SC

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 position provides support for hardware, software, infrastructure, operating systems, system administration, software deployment, and service desk operations. It also involves maintaining technical documentation, observing permissions and licensing practices, and working with other IT departments to implement and maintain IT standards.

Requirements

3 to 7 years of experience supporting end-user devices.
Advanced knowledge of Windows and mobile iOS environments.
Ability to provide advanced support diagnosing and resolving hardware and software issues, independently or with higher-level technicians.
Strong customer service skills and ability to provide responsive technical assistance to end users.
Ability to communicate moderately complex technical information effectively.
Ability to manage time, prioritize multiple tasks, and work independently.
Proficiency in creating and maintaining technical documentation and support guides.
Experience performing automated and manual software deployments using tools such as SCCM, Intune, or custom scripts, and diagnosing related installation, crash, and performance issues.
Understanding of ITSM/ITIL standards and processes and ability to track, prioritize, and document support tickets.
Ability to manage and maintain local and enterprise IT systems and infrastructure.
Ability to work effectively in a fast-paced environment.
Strong collaboration and communication skills.
Applicants must be U.S. Persons under ITAR/EAR or eligible to obtain required authorizations.
When designated as a DOT safety-sensitive position, the employee must undergo a DOT/FAA pre-employment drug test before performing safety-sensitive duties.

Nice To Haves

Understanding of Linux OS.

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.
Observe permissions and licensing practices within the environment.
Collaborate with other IT departments to implement and maintain IT standards and practices and ensure integration and functionality.
Install and configure software, troubleshoot installation issues using local and global documented practices, and perform system upgrades.
Support end-user devices and IT solutions in office and production environments.
Track, prioritize, and document IT support tickets within the ITSM system.
Manage and maintain local and enterprise IT systems and infrastructure.
Communicate technical information to users and teams, including drafting higher-level and global communications.
Manage and prioritize multiple support tasks and goals to meet service objectives.