Support Analyst II

Berkley • Westbrook, ME

23h

About The Position

The Support Analyst II is responsible for providing day-to-day technical support to customers for a range of hardware and software related systems. They are responsible for resolving and/or escalating complex and unique technical incidents as well as fulfilling service requests within specified SLA’s. They will respond to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. Their daily responsibilities also encompass desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, requests, telephony and associated survey responses. They are also responsible for outage tasks such as the coordination of widespread severe incident remediation activities. They will cross-train other team members and take on a leadership role in various projects. Support Analyst will be logged in at all times to answer calls, and monitor self-service queues and requests. Provide complex and unique technical troubleshooting assistance to customers across all business units. Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction. Assess situations and recognize when escalation is needed and/or required. Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements. Berkley Technology Services believes AI-assisted ways of working are becoming a foundational part of how excellent delivery work gets done. Candidates who bring genuine curiosity about AI, and a demonstrated habit of using it to work smarter, will find themselves at home here.

Requirements

• Excellent verbal and written communication skills
• Excellent teamwork skills
• Excellent analytical, reporting and documentation skills
• Dedication to customer service
• Excellent problem-solving skills including triage and rapid decision making
• Ability to logically adapt in any customer service scenario
• Ability to manage to resolution a severe and pervasive outage
• Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
• Demonstrated experience with IT Service Management tools, with a strong preference for Service Now
• Experience working within an ITIL methodology
• Demonstrated comfort using AI-assisted tools in a professional context; approaches AI as a standard part of modern workflow rather than a specialized or optional capability

Nice To Haves

• A minimum of 2 years of demonstrated working knowledge of Microsoft Exchange environment
• A minimum of 2 years of demonstrated working knowledge of Active Directory administration
• A minimum of 2 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting
• A minimum of 2 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting
• Undergraduate degree in an Information Technology discipline; or equivalent combination of education and work experience

Responsibilities

• Provide day-to-day technical support to customers for a range of hardware and software related systems.
• Resolve and/or escalate complex and unique technical incidents as well as fulfilling service requests within specified SLA’s.
• Respond to and diagnose problems through discussion with users, including troubleshooting, fault rectification and problem escalation.
• Provide effective and timely resolution of users’ problems, queries or complaints.
• Perform desktop and laptop imaging.
• Manage desktop and laptop inventory.
• Provide mobile device setup and support (including smartphones and tablets).
• Develop documentation and customer facing FAQ guidelines.
• Generate reports of daily incidents, requests, telephony and associated survey responses.
• Coordinate widespread severe incident remediation activities during outages.
• Cross-train other team members.
• Take on a leadership role in various projects.
• Be logged in at all times to answer calls, and monitor self-service queues and requests.
• Provide complex and unique technical troubleshooting assistance to customers across all business units.
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Assess situations and recognize when escalation is needed and/or required.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
• Actively integrate AI tools into their daily work.

Benefits

• Health, dental, vision, dental, life, disability, wellness, paid time off, 401(k) and profit-sharing plans
• Eligible to participate in annual discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree