Technical Support Analyst II

The Technical Support Analyst II works with internal employees as well as external customers to provide hardware and software support for a wide range of technology challenges.

Essential Duties and Responsibilities:

• Desktop support - desk side and remote phone support
• Provide 1st and 2nd level help desk support for end users and application support
• Assists with installations and workstation deployment
• Updates all workstations that are connected to the network
• Install, configure, and troubleshoot hardware, software issues and rebuilds workstations
• Monitor for viruses for operating system and network device updates
• Monitor backup procedures and processes - conduct data restores when required
• Support multiple branches throughout the Company
• Some travel to remote offices or external customer sites as needed
• Provide detailed and comprehensive documentation in a problem-tracking database and to ensure proper escalation of incidents
• Use remote access tools to perform diagnostics on users’ PC

Other Duties:

• Communicate with other members of the IT department regarding various issues and projects concerning the networking and computer access of the Company
• After hours on call rotation
• Submit periodic reports to management as requested
• Update and monitor Windows Server environment as needed
• Responsible for various other administrative duties as directed by Company

Qualifications and Skills:

Required:

• Bachelor's degree in Computer Science or 4 years of experience working in technical support
• 3 years of experience in a help desk and IT environment
• 1 year of experience in computer project management, back-up systems and configurations
• 1 year of proficiency in Windows, Office 365, TCP/IP protocol, third party applications, telecommunication capabilities and connectivity knowledge, and various hardware and printers
• Must be able to lift and move up to 50 pounds regularly.