IT On-Site Support

Purpose

The Level 2 Support Analyst is an intermediate analyst role responsible for managing tickets, tasks, and projects within their support area. The analyst will focus on resolving incidents, fulfilling service requests, and providing training and consulting to end users. This role is responsible for implementation-related work tied to the deployment of IT services and equipment. The analyst is expected to use technical tools, such as the knowledge base and an IT Service Management system (Ivanti), to enhance the end-user experience.

Job Duties and Responsibilities

• The role follows established guidelines and moderately supervised direction.
• Provide advanced technical support and assistance to end users, resolving hardware and software issues quickly and effectively.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
• Install, configure, and troubleshoot software, operating systems, and updates; ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and user provisioning/deprovisioning.
• Identify and resolve network connectivity issues and general IT-related issues for end users; escalate complex issues to higher-level IT teams when necessary.
• Maintain detailed records of support requests, solutions, and configurations; create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Experience with conference room A/V equipment and conference room troubleshooting.
• Seek guidance from other IT teams, including desktop engineers, network administrators, and system administrators, to resolve issues requiring cross-functional expertise.
• Provide training to end users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procurement of required equipment.

Qualifications

• Bachelor’s degree in Computer Science or Information Technology and four years of experience in end-user support and general incident management.
• Practical knowledge of Microsoft Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, corporate applications, Intune), Windows operating systems, Apple iOS administration and security, deployment and management, and automation technologies.
• Experience with extensive hardware, network, and software troubleshooting.
• Hands-on experience with LAN/WAN networks; working with and managing a switched network.
• Experience creating LAN cables and working with Wi-Fi configurations / access points.
• In-depth knowledge of Microsoft Teams and other video conferencing and projection solutions.
• Strong verbal and written communication skills, as you will interact with end users from varying technical backgrounds.
• Excellent problem-solving and critical-thinking skills to diagnose and resolve technical issues efficiently.
• Strong commitment to delivering excellent customer service with a patient and friendly approach.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Ability to efficiently manage and prioritize multiple support requests and tasks.
• Stay up to date with the latest technology trends and adapt to new tools and technologies.
• Understanding of IT security best practices and the ability to apply security policies.

Competencies

• Results-oriented
• Strong oral, written, and presentation skills
• Situational awareness
• Excellent customer service focus
• Collaboration and strong interpersonal skills