Support Analyst II

GFI Digital • Maryland Heights, MO

70d

About The Position

The Support Analyst delivers exceptional customer service by implementing, maintaining, and troubleshooting technical systems. This role involves supporting and optimizing customer workstations, servers, software, network equipment, and connectivity. The ideal candidate is customer-focused, possesses strong verbal and written communication skills, and proactively works to meet client needs.

Requirements

• 2-3 years in a similar role of hands-on IT support experience.
• Keen attention to detail.
• Ability to absorb and retain information quickly.
• Highly self-motivated.

Nice To Haves

• College Diploma or Degree in Computer Science.
• Experience working with third party vendors.
• Microsoft, CompTIA, Cisco and other Certifications.

Responsibilities

• Serve as Tier II Analyst and 2nd escalation of mission-critical client issues, including outages, security incidents, or infrastructure failures.
• Serve as point of contact from customers seeking technical assistance over the phone and ticketing system.
• Troubleshoot Windows workstations and applications, supporting and maintaining Windows Server environment.
• Comfortable with remote troubleshooting (I.E. Password Resets, New User/Workstation Setups, Desktop/software Issues).
• Basic knowledge and troubleshooting of network switches, firewalls and access points.
• Experience with Anti-virus/malware software and remediation processes.
• Support various email systems (O365, GSuite) using SPAM filtering tools (Barracuda, Mimecast, Defender, Graphus).
• Setup and install Windows operating systems, Microsoft Office Suite, and other Windows applications.
• Provide third party vendor management assistance.
• Ensure that Service Level Agreements are met for all customers.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong documentation skills with the ability to accurately document information related to client environments and issue resolution.

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Paid time off immediately available upon hire
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Referral program
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees