On-Site Support, Analyst II - Chattanooga, TN

Lincoln Electric•Chattanooga, TN

52d•$64,000 - $80,000•Onsite

About The Position

The IT On-Site Support Analyst II is an intermediate analyst responsible for managing tickets, tasks, and projects within their support zone. The role focuses on resolving incidents, fulfilling service requests, providing end-user training and consulting, and implementing IT services and equipment deployments. The analyst uses technical resources, including the knowledge base and Ivanti IT service management system, to improve the end-user experience. This position is based onsite at the Chattanooga, Tennessee facility and is performed with guidelines and moderate guidance.

Requirements

Bachelor’s degree in computer science or equivalent and two years of experience supporting internal desktop systems, application training, and overall incident ownership and management; three years of experience required if no degree.
Working knowledge of Microsoft Active Directory, Microsoft 365 technologies (including Teams, meetings, OneDrive, Enterprise Apps, and Intune), Windows OS, Apple iOS, administration and security, deployment and management, and automation technologies.
Experience troubleshooting hardware, networks, and software extensively.
Hands-on experience with LAN/WAN networks and managing a switched network.
Knowledge of making LAN cables and working with Wi-Fi and access point configurations.
In-depth knowledge of MS Teams and other video conferencing and projection solutions.
Strong verbal and written communication skills for interacting with end users of varying technical backgrounds.
Excellent problem-solving and critical-thinking abilities.
Commitment to excellent customer service and a patient, friendly demeanor.
Ability to work effectively in a team and collaborate with other IT professionals.
Ability to efficiently manage and prioritize multiple support requests and tasks.
Ability to stay current with technological trends and adapt to new tools and technologies.
Understanding of IT security best practices and ability to enforce security policies.
Results oriented.
Good oral, written communication, and presentation skills.
Decisive with little or no information.
Ability to lead through ambiguity.
Situational awareness.
Independent learner.
Excellent customer service focus.
Collaboration and good interpersonal skills.

Nice To Haves

CompTIA+ Certificate.

Responsibilities

Provide advanced technical support to end users and promptly resolve hardware and software issues.
Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
Install, configure, and troubleshoot software applications, operating systems, and updates; ensure software compliance and licensing.
Manage user accounts, permissions, and access control, including password resets and account provisioning and de-provisioning.
Identify and resolve network connectivity and other IT issues for end users, escalating complex problems to higher-level IT teams when necessary.
Maintain detailed records of support requests, solutions, and configurations; create and update technical documentation and knowledge base articles.
Implement and enforce security policies and best practices to protect sensitive data and comply with security regulations.
Support and troubleshoot audiovisual conference room equipment.
Coordinate with desktop engineers, network administrators, system administrators, and other IT teams to resolve cross-functional issues.
Train end users on hardware and software usage, best practices, and security awareness.
Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
Manage relationships with hardware and software vendors to facilitate warranty claims and repairs and procure necessary equipment.
Manage support tickets, tasks, and projects within the assigned support zone.