Technology Support Analyst II

John W. Danforth Company • Town of Clifton Park, NY

3d • $55,000 - $65,000

About The Position

As a Technology Support Analyst II, you will assist with technical support activities, including troubleshooting IT issues, performing equipment installations and maintenance, and providing end-user assistance. You will play a hands-on role in supporting IT systems and ensuring the smooth operation of technology infrastructure.

Requirements

• Minimum of 2 years of experience in a technical support role, with hands-on experience troubleshooting hardware and software issues.
• High school diploma or equivalent required; associate’s degree or technical certification preferred.
• Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and common productivity tools.
• Strong customer service skills, with the ability to communicate effectively with users of varying technical backgrounds.
• Foundational understanding of networking concepts and protocols.
• Demonstrated ability to learn quickly and adapt to new technologies and processes.

Nice To Haves

• Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.

Responsibilities

• Provide hands-on technical support by diagnosing and resolving hardware, software, and network issues, ensuring timely and effective solutions.
• Support the setup, configuration, and maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Manage service requests and incidents through the ticketing system, maintaining accurate records, clear communication, and prompt resolution.
• Collaborate with first-line support and escalate complex issues to the Technology Support Lead or specialized teams as needed.
• Identify recurring issues and recommend proactive, long-term solutions to improve system performance and user experience.
• Assist in delivering end-user training and guidance to enhance productivity and reduce common technical issues.
• Develop and maintain clear, user-friendly documentation for IT procedures, troubleshooting steps, and best practices.
• Partner with the Technology Support Lead and IT team to continuously improve service delivery and the overall support experience.

Benefits

• medical, dental, and vision coverage
• health savings and flexible spending accounts
• life insurance
• disability
• a 401(k) Savings Plan
• an employee assistance program

What This Job Offers

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