Support Analyst II

ICM Ventures Inc•Colwich, KS

4d•Onsite

About The Position

This role provides the most visible line of technical support in the company’s IT organization. The resource should have a friendly demeanor with the ability to comfortably deescalate a situation. Equal to the social side of the equation, the employee should have an aptitude for research and can quickly ‘become an expert’ on new technologies. At this level, employee must have moderate experience with ICM-specific applications. Finally, this is a very hands-on role which involves substantial end-user interaction. Perform all responsibilities in accordance with ICM’s corporate values of Innovation, Ownership, Humility, Collaboration, and Stewardship.

Requirements

3+ years’ experience supporting desktops at an organization of 100+ employees required
Knowledge of basic computer hardware, switches, routers and wireless required
Microsoft Windows client operating systems and related administrative tools experience required
MS Office and Outlook experience required
M365/Azure/Intra ID experience required
Networking, VPN, TCP/IP, and general networking concepts required
Strong written and oral communications
Exceptional listening and interpersonal skills
Ability to communicate ideas in both technical and user-friendly language
Must be fluent in English
Exceptional customer-service orientation
Ability to quickly prioritize and adapt within a creative, fast-paced/dynamic environment
Experience integrating into a collaborative, team-oriented culture
Well-organized and keen attention to details
Proven analytical and problem-solving abilities
Ability to comprehensively research issues, systems and processes across both technical and business disciplines
Adept at reading, writing, and interpreting technical documentation and procedure manuals
Action-oriented and highly self-motivated
Structured, process-minded thinker
Goal-oriented mindset
Ability to coach, mentor, and motivate team members and contractors, influencing them to take positive action and accountability
Ability to sit and view computers screen for long periods of time
Must be able to speak and listen clearly
Ability to adjust to moderate noises
Fine visual acuity to read for accuracy and identify and distinguish colors
Must possess valid driver’s license with no restrictions

Nice To Haves

College degree in related field preferred
Management and support of cellular services preferred
Proficiency in Portuguese and Spanish is beneficial
Role may require limited on-call and/or after-hours support
Occasionally lifting of up to 25 pounds
Role may require up to 10% Travel (remote site visits and/or conferences & training)
May also include international travel

Responsibilities

Resolve support requests via office visit, telephone, or e-mail in a prompt, effective and courteous manner. Customers include local, remote, and field/roaming users.
Support end-users with various issues, including: 1. Laptop & desktop hardware 2. Microsoft Windows operating systems and associated software products 3. Microsoft 365/Office365 and associated applications 4. Audio-video conference technology 5. Apple and other mobile device platforms 6. Printers and network copiers 7. Network & wireless troubleshooting, including guest support
Identify trends in user behavior and incidents, researching patterns that should be further investigated and coordinate with IT support team members for escalation and assistance of more critical or complex issues
Maintain and execute recurring maintenance for hardware and software solutions
Follow standard Support operating procedures; maintain records of daily data communication transactions, problems and actions taken
Complete end-user install/move/add/change requests in manner consistent with licensing requirements
Provide end-user support for company badging system
Coordinate with cellular carriers to help oversee company’s mobility services, hardware, subscriptions, and users
Coordinate oversight and execution of IT projects, working with business leaders as required
Help maintain and oversee inventory levels