Technical Support Analyst II - Enterprise Technology (Onsite)

International Dairy Queen•Bloomington, MN

6d•Onsite

About The Position

Provides advanced technical and customer service support to local and remote staff. Responsibilities include responding to Level I technical and desktop support for incidents and requests, performing advanced troubleshooting procedures, and solving complex technical problems on computer hardware, software, components, and network connectivity. This includes, but is not limited to, desktop PCs, laptops, telephones, printers, audio/visual (AV) equipment, MS 365 products, and various proprietary applications. The Technical Support Analyst (TSA) II will utilize remote access to client PCs to support advanced solutions, maintain and administer Active Directory network accounts, and process/manage customer information using ServiceNow. A vital function of the Analyst will be maintaining high customer satisfaction by interacting with users via ServiceNow Self-Service, chat, telephone, and email. Additionally, the role involves mentoring Level I analysts, handling escalated issues, and contributing to the development of support documentation and training materials.

Requirements

High School Diploma or equivalent required.
3 to 5 years of prior Help Desk and Desktop Support experience for a company with at least 400 users.
3 years of experience supporting Windows operating systems and Office products.
Experience supporting and troubleshooting network connectivity (local, remote, VPN) issues.
Ability to work under pressure, prioritize multiple requests, meet deadlines, and achieve goals.
Strong telephone, oral, and written communication skills required.
Ability to work and rotate support shifts as required.
Must demonstrate accountability, willingness to accept responsibility, and commitment to customer satisfaction and excellent attention to detail.
Must be authorized to work in the United States without the need for employer sponsorship.

Nice To Haves

Proficiency supporting Macintosh hardware and software a plus.
ITSM experience a plus, including ITIL principles.

Responsibilities

Perform all TSA I activities along with maintaining high customer service for all support queries and adhering to service management principles by retaining ownership of user issues, updating end-user tickets with comprehensive notes, and communicating progress in a timely manner.
Possess deeper technical knowledge to resolve more complex issues, including diagnosing and resolving intricate hardware problems, addressing software conflicts and compatibility issues, and escalating long-lasting hardware failures to vendors when necessary.
Analyze system logs, perform diagnostics, and implement advanced solutions to verify resolution.
Administer user accounts, permissions, and roles in Active Directory or similar systems, including creating and modifying MS365 Teams, setting up new workstations, repurposing hardware, and managing mobile assets.
Document all administrative actions and ensure systems are updated and secure.
Use scripting languages like PowerShell or Python to automate repetitive tasks and improve efficiency, including writing, testing, and deploying scripts in production environments and troubleshooting any issues that arise.
Provide in-depth support for specific applications used within the organization, such as Adobe, ScreenMeet, AutoCAD, and Microsoft Applications, including configuring and customizing applications, diagnosing and resolving common installation errors, and reviewing installation logs.
Be familiar with network configurations, workstation logs, security awareness, and act as a vendor liaison, handling vendor technical support requests when problems cannot be resolved.
Act as an advanced trainer and mentor.
Receive and manage internal escalations.
Efficiently handle and prioritize support tickets using ITSM principles and ServiceNow.
Maintain and track changes to the Knowledge Database.
Identify and manage recurring issues through root cause analysis and trend analysis, conducting thorough investigations to determine the underlying causes of problems and implement solutions to prevent recurrence.
Document and communicate problems and resolutions effectively.
Add new solutions and update existing articles in the knowledge base, search and apply solutions, report knowledge gaps, and review expired articles.
Document standard operating procedures for common tasks and issues and ensure SOPs are easily accessible to all team members.
Gather feedback from users and team members on the usefulness of knowledge base articles and improve documentation based on feedback and new insights.
Anticipate customers' and teammates’ needs and proactively identify solutions.
Create and maintain knowledge of emerging technology.
Consider, propose, and collaborate on ideas around continuously improving service delivery.
Communicate effectively, verbally and in writing, with people at all levels of the organization.
Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers.
Establish and maintain effective relationships with staff members, customers, franchisees, and vendors.
Work in a team environment, making positive contributions to the organization.