L2 Systems Analyst

Comfort Systems•Houston, TX

3d•Onsite

About The Position

This role serves as the client-facing component of the Enterprise IT group, providing technical assistance and support for computer systems, software, and hardware. The analyst will handle incoming queries, troubleshoot issues, and escalate problems when necessary. Responsibilities include creating and managing user accounts, documenting resolutions, and resolving technical issues related to LAN/WAN and other systems. The position requires a positive attitude, teamwork, comfort in communicating with business leadership, and the ability to travel as needed.

Requirements

Maintain a positive, cooperative, and teachable attitude.
Able to work well in a team environment.
Comfortable working & communicating with business leadership.
Comfortable reaching out for help when needed.
Ability to travel, as needed, for projects and assignments.
Contribute to the overall success of Comfort Systems USA.
Demonstrates flexible attitude, and determination for problem solving.

Responsibilities

Serve as the client-facing component of the Enterprise IT group.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Escalate to Level 2 and Level 3 support when proper troubleshooting has been done, and no resolution has been found within 30 minutes.
Respond to queries either in person or over the phone.
Be accountable to a hotline phone system.
Create documentation for the online support system so resolutions to issues can be handled more efficiently.
Create accounts for users and Office 365 email/modify accounts/reset passwords for users when proper ticket is submitted per our audit requirements.
Walk customers through problem-solving processes.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Follow up with customers to ensure the issue has been resolved.
Run reports to determine malfunctions that continue to occur.
Use and manage a ticketing system.