Technical Support Analyst II
About The Position
The Technical Support Analyst II will provide support for all end-user computing hardware, software, and networking equipment. This role will also provide leadership and knowledge sharing with Technical Support Analyst I. The position interacts with all business units and serves as the primary face of the IT department, requiring excellent customer service skills, a positive and professional attitude, and a team-oriented approach with the ability to work independently within the team environment. The role involves increasingly complex problem-solving, providing insight at a larger scope, and working with other IT support teams to improve service, user knowledge, and user self-sufficiency while providing the highest level of customer care. This position requires the ability to travel to other offices for local hands-on support, maintenance, and scheduled site visits, and to be available for rotating late shifts/on-call schedules, providing support during evening and weekend hours.
Requirements
- Four (4)+ years’ IT experience with end-user computing hardware and business applications.
- Associate’s degree in a related field, or two (2)+ additional years of directly-related experience.
- Minimum of one technical certification related to position (A+, Network+, MCSA: Windows, MCSE: Desktop Infrastructure, ITIL, HDI).
- In-depth technical experience of enterprise Microsoft environments (AD, Microsoft 365, Group Policy, Office applications, PowerShell).
- A foundational understanding of ITIL or HDI.
- Advanced knowledge of computer hardware and networking technologies.
- Maintain positive attitude and customer advocate through issue resolution.
- Ability to maintain professionalism under stress.
- Ability to maintain confidentiality.
- Deadline-driven with excellent time management ability.
- Ability to work closely with other IT staff to ensure that network, system, security, and regulatory concerns are properly addressed.
- Ability to multitask, prioritize work and manage own time to meet team goals and deadlines.
- Logical and experienced troubleshooting methodology.
- Strong analytical and problem-solving skills.
- Strong written and verbal communications skills.
Nice To Haves
- Leadership and knowledge sharing with Technical Support Analyst I.
- Understanding of ITIL processes and experience implementing ITIL concepts.
Responsibilities
- Respond to incoming end-user requests and issues via ticketing system and phone queue.
- Troubleshoot and configure Windows and Apple desktop and laptop equipment, printers, network connections, smartphones, etc.
- Provide top-level technical support for multiple products to internal employees.
- Proactively resolve problems by following department protocols and escalate issues to the appropriate individuals when necessary.
- Act as an end-user advocate while maintaining quality customer service and effective communication with the end-user when analyzing, updating, and resolving tickets.
- Promote the use of technology as a means of efficiency, while adhering to best practices and technology policy.
- Maintain user and email accounts in Microsoft Active Directory/Exchange and support end-user moves, additions, changes, and departures.
- Serve as an integrated team member and work with other IT department members regarding computer troubleshooting and technical support.
- Utilize appropriate tools to provide end-user support and issue resolution.
- Research and recommend innovative and automated approaches for system administration tasks.
- Contribute to department's knowledge base articles and FAQ's.
- Assist Technical Support Manager with hardware and software purchases.
- Possibly train more junior team members.
- Test new technology.
- Lead multiple low-complexity projects assigned by manager and ensure solutions are well-engineered, operable, and maintainable.
- Work with other IT support teams to improve service, user knowledge, and user self-sufficiency while providing the highest level of customer care.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- AD&D insurance
- EAP (Employee Assistance Program)
- STD (Short-Term Disability)
- LTD (Long-Term Disability)
- Voluntary income protection benefits such as supplemental life, accident, critical illness, and hospital indemnity insurances
- 401(k)-retirement plan with a company match
- Educational assistance
- Free or discounted legal services
- Opportunities through the Holland & Hart Foundation
- Discretionary bonus
- Generous PTO
- Holiday pay
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
