IT Technical Support Analyst II

Position Summary

The IT Technical Support Analyst II provides technical support and assistance to customers, whether on the phone, via remote app, or in person. Their primary responsibility is to ensure a user’s overall satisfaction. This individual will ensure computer related functions within the company are operating at high levels of availability and security of the supported business applications and provide adequate training to meet the daily operating needs of the company as well as long term needs within computer related and manufacturing technologies. This individual will work as a team responsible for managing, monitoring, and reporting on complex systems and processes. This individual will assist the Disaster Recovery Team leader to ensure continuity of data and systems, as well as assist the internal audit team (as required) ensuring all required controls are being monitored and met.

Principle Responsibilities

• Works with vendors for pricing and availability of equipment, materials, and labor
• Recommends innovative ideas, processes and/or procedures for enhancements, and modifications to improve existing systems
• Performs analysis to review current metrics and identify successes, discrepancies and opportunities for improvement
• Provides general advice and specific recommendations to leadership on key areas of expertise
• Performs high-level troubleshooting and analysis; resolves difficult issues escalated from lower levels of the organization
• Provides quick response time to analyze problems and provide customer support.
• Simplifies operational practices to remove non-value-added steps
• Maintains network availability and security
• Installs software/hardware to empower users to better accomplish their jobs
• Ensures software and systems are available to quickly get users onto the network
• Manage input/output fleet, including printers and scanners
• Maintains Information Technology systems documentation

Qualification Requirements

Credentials/Experience:

• Associate’s Degree or equivalent; or three to five years related experience and/or training or equivalent combination of education and training.
• Recommended: Microsoft Technology Associate (MTA) formerly Microsoft Certified Professional (MCP)
• Recommended: ITIL Foundations Course

Knowledge, Skills, and Abilities:

• Computer hardware and setup
• ServiceDesk operations
• Database environments
• Operating systems such as Microsoft Windows, Server, and Hypervisors
• Software applications such as MS-Office, Anti-Virus Applications, VEEAM or comparable backup solution
• Multi-factor authentication
• Local area networking
• Scheduling work to achieve department goals
• Customer focused environment
• Operating system management
• Network communications
• Data processing

Personal Attributes:

• Strong organizational skills
• Verbal and written communication and listening skills
• Problem solving and evaluation
• Process improvement
• Project management
• Good communication skills
• Good interpersonal skills
• Analyze communications
• Be flexible to adapt to changes in the marketplace
• Improve process of information flow
• Problem solver
• Prioritize and multitask
• Keep current in changing work methods
• Maximize opportunities for the business
• Meet goals and objectives set for department

Other Requirements

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee could be required to stand. The employee could frequently be required to walk; use hand to finger, handle, or feel; reach with hands and arms and talk or hear. The employee could be required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee could occasionally lift