IT Technical Support Analyst II

Tecomet, Inc•Woburn, MA

About The Position

The IT Technical Support Analyst II provides technical support to customers by phone, through remote applications, or in person, with a primary focus on user satisfaction. The role helps maintain the availability and security of computer-related functions and supported business applications, and provides training to meet the company’s daily operational and longer-term needs in computer-related and manufacturing technologies. The analyst works as part of a team that manages, monitors, and reports on complex systems and processes. The role also assists the Disaster Recovery Team leader in ensuring continuity of data and systems and supports the internal audit team, as required, to help ensure required controls are monitored and met.

Requirements

Associate’s degree or equivalent; or three to five years of related experience and/or training; or an equivalent combination of education and training.
Knowledge of computer hardware and setup.
Knowledge of ServiceDesk operations.
Knowledge of database environments.
Knowledge of operating systems such as Microsoft Windows, Server, and Hypervisors.
Knowledge of software applications such as MS-Office, anti-virus applications, and VEEAM or a comparable backup solution.
Knowledge of multi-factor authentication.
Knowledge of local area networking.
Ability to schedule work to achieve department goals.
Ability to work in a customer-focused environment.
Knowledge of operating system management, network communications, and data processing.
Strong organizational skills.
Verbal and written communication and listening skills.
Problem-solving and evaluation skills.
Process improvement and project management skills.
Good interpersonal skills.
Ability to analyze communications, adapt to marketplace changes, improve information flow, solve problems, prioritize and multitask, keep current with changing work methods, maximize business opportunities, and meet department goals and objectives.

Nice To Haves

Microsoft Technology Associate (MTA), formerly Microsoft Certified Professional (MCP), recommended.
ITIL Foundations course recommended.

Responsibilities

Work with vendors on pricing and availability of equipment, materials, and labor.
Recommend ideas, processes, and procedures to enhance or modify existing systems.
Analyze current metrics to identify successes, discrepancies, and opportunities for improvement.
Provide leadership with general advice and specific recommendations in areas of expertise.
Perform high-level troubleshooting and analysis, resolving difficult issues escalated from lower organizational levels.
Respond quickly to analyze problems and provide customer support.
Simplify operational practices by removing non-value-added steps.
Maintain network availability and security.
Install software and hardware to help users perform their jobs.
Ensure software and systems are available to get users onto the network quickly.
Manage the input/output fleet, including printers and scanners.
Maintain Information Technology systems documentation.
Provide training to meet the company’s daily operating needs and longer-term needs in computer-related and manufacturing technologies.
Assist the Disaster Recovery Team leader in ensuring continuity of data and systems.
Assist the internal audit team, as required, to ensure required controls are monitored and met.
Manage, monitor, and report on complex systems and processes as part of a team.