IT Tech Support Analyst II

Tecomet, Inc • Woburn, MA

4d

About The Position

The IT Technical Support Analyst II provides technical support and assistance to
customers, whether on the phone, via remote app, or in person. Their primary
responsibility is to ensure a user’s overall satisfaction. This individual will
ensure computer related functions within the company are operating at high
levels of availability and security of the supported business applications and
provide adequate training to meet the daily operating needs of the company as
well as long term needs within computer related and manufacturing technologies.
This individual will work as a team responsible for managing, monitoring, and
reporting on complex systems and processes. This individual will assist the
Disaster Recovery Team leader to ensure continuity of data and systems, as well
as assist the internal audit team (as required) ensuring all required controls
are being monitored and met.

Requirements

• Associate’s Degree or equivalent; or three to five years related experience and/or training or equivalent combination of education and training.
• Computer hardware and setup
• ServiceDesk operations
• Database environments
• Operating systems such as Microsoft Windows, Server, and Hypervisors
• Software applications such as MS-Office, Anti-Virus Applications, VEEAM or comparable backup solution
• Multi-factor authentication
• Local area networking
• Scheduling work to achieve department goals
• Customer focused environment
• Operating system management
• Network communications
• Data processing
• Strong organizational skills
• Verbal and written communication and listening skills
• Problem solving and evaluation
• Process improvement
• Project management
• Good communication skills
• Good interpersonal skills
• Analyze communications
• Be flexible to adapt to changes in the marketplace
• Improve process of information flow
• Problem solver
• Prioritize and multitask
• Keep current in changing work methods
• Maximize opportunities for the business
• Meet goals and objectives set for department

Nice To Haves

• Recommended: Microsoft Technology Associate (MTA) formerly Microsoft Certified Professional (MCP)
• Recommended: ITIL Foundations Course

Responsibilities

• Works with vendors for pricing and availability of equipment, materials, and labor
• Recommends innovative ideas, processes and/or procedures for enhancements, and modifications to improve existing systems
• Performs analysis to review current metrics and identify successes, discrepancies and opportunities for improvement
• Provides general advice and specific recommendations to leadership on key areas of expertise
• Performs high-level troubleshooting and analysis; resolves difficult issues escalated from lower levels of the organization
• Provides quick response time to analyze problems and provide customer support.
• Simplifies operational practices to remove non-value-added steps
• Maintains network availability and security
• Installs software/hardware to empower users to better accomplish their jobs
• Ensures software and systems are available to quickly get users onto the network
• Manage input/output fleet, including printers and scanners
• Maintains Information Technology systems documentation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees