Job Purpose:
The IT Support Analyst II provides intermediate-level technical support to end users across an organization. This role involves diagnosing and resolving hardware, software, and network issues, offering guidance, and ensuring seamless IT operations. The IT Support Analyst II also plays a key role in identifying recurring issues and implementing solutions to improve system performance.
Essential Functions:
- Technical Support:
- Provide second-tier support for hardware, software, and network-related issues.
- Troubleshoot and resolve escalated incidents from Level 1 support.
- Ensure timely resolution of tickets within SLA parameters.
- System Maintenance & Configuration:
- Perform installations, configurations, and updates of operating systems, software applications, and hardware.
- Assist with routine maintenance tasks, including updates and patches.
- End-User Training & Documentation:
- Develop user guides and deliver training for common technical issues and new systems.
- Document solutions and contribute to the knowledge base.
- Problem Analysis & Reporting:
- Identify trends in reported issues and recommend improvements.
- Collaborate with cross-functional teams to address root causes of complex problems.
- Network & Security Support:
- Assist with VPN, LAN, and Wi-Fi connectivity issues.
- Ensure compliance with IT security policies, including managing antivirus and system encryption.
- Asset Management:
- Maintain inventory of IT assets, including hardware and software licenses.
- Ensure proper deployment and tracking of IT resources.
Education
- Bachelor’s degree required, MBA or other relevant advanced degree is often preferred.
Certifications, Accreditations, Licenses
- CompTIA A+, Network+, or Security+, Microsoft 365 Certified: Modern Desktop Administrator, and ITIL Foundation certification preferred
Experience
- 2-4 years of experience in IT support, or related role.
Special Knowledge, Skills, and Abilities
- Proficiency in Windows, macOS, and Linux operating systems.
- Experience with Active Directory, Office 365, and remote desktop tools.
- Knowledge of networking protocols (TCP/IP, DNS, DHCP) and VPN technologies.
- Familiarity with IT service management tools (e.g., ServiceNow, JIRA).
- Strong communication and interpersonal skills.
- Ability to work independently and in a team environment.
- Problem-solving mindset with attention to detail.
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.