Job Description

Summary

The IT Services Analyst II is responsible for providing technical support to the End User Community (remote and on-site) on all end-user hardware and technology systems. Collaboration with security, networking and additional supporting teams.

What will this role entail?

• Handle escalated issues from Tier 1 needing more technical depth. Typical issues include application crashes and errors, hardware failures (desktops, laptops, servers), network configuration and connectivity issues, printer and peripheral hardware issues, security incidents (e.g., malware removal, user access reviews.)
• Conduct advanced troubleshooting of hardware, software, and network issues.
• Support specialized applications and systems unique to the organizations.
• Collaborate with Tier 3 support or vendors for complex problems that require external expertise.
• Document solutions to build knowledge for Tier 1 teams, assisting them in future similar issues.
• Perform regular updates, patches, and maintenance tasks.
• Perform other duties as assigned.

Minimum Requirements:

• Bachelor’s degree in computer science or a minimum of three years of experience in personal computing systems support, helpdesk operations, Infrastructure or development.
• Intermediate to advanced knowledge of operating systems, networking, and enterprise software required.
• Position requires strong customer service skills, an in-depth knowledge of modern end user hardware and software technology support, desktop virtualization, operating systems, Apple + Android mobile device and enterprise support methodology.
• Experience with diagnosing and solving more complex IT issues.
• Proficiency in root cause analysis and problem-solving.
• Familiarity with ITIL practices, like incident and problem management.
• Possession of Technical Certifications in any one of: MCP, Dell/EMC, CompTIA A+, Network+, Server, ACSP.

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