Information Technology Technical Support Analyst II - Evansville

The Technical Support Analyst II analyzes, troubleshoots, documents, repairs computer systems, hardware, and computer peripherals. This will consist of base understanding and troubleshooting of network concepts, windows desktop OS, audio/video, and administration of Microsoft cloud ecosystem. The Technical Support Analyst II has demonstrated technical expertise, a record of successful projects, satisfied clients, understanding and articulating customer needs, resourcefulness, accountability, and a history of taking initiative. This position reports to the Senior Infrastructure Manager, Information Technology.

ESSENTIAL FUNCTIONS:

1. Provide professional PC support to the Sisters and their business staff.
2. Manage requests and incident tickets per service level agreement standards.
3. Provide full support for computers, applications, low voltage cabling, networking installs, IT peripherals, and printers.
4. Support miscellaneous mobile devices on iOS and Android.
5. Maintain audiovisual equipment for conference rooms and perform routine maintenance.
6. Perform problem resolution and maintain defined IT standards.
7. Interact with customers using a high degree of patience and problem management techniques to solve problems.
8. Research, resolve, and respond to customer needs received via phone call, email, user walk-up, and through the ticket systems.
9. Escalate problems to appropriate individuals based on established guidelines and procedures.
10. Connect networkable devices to wired and wireless networks and troubleshoot basic networking problems.
11. Assist with budgetary requirements based on campus needs.
12. Contact and coordinate with various vendors for support and escalations.
13. Document processes and procedures and create basic user instructions and training materials.
14. Other duties as assigned by Administrator of Provincial location.

OTHER ACCOUNTABILITIES:

1. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
2. Frequent status communications and follow-through during the issue resolution process.
3. Administration duties as assigned, including asset management inventory and tracking.
4. Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
5. Ability to recommend system modifications to reduce user problems.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

1. Office Environment
2. Sufficient eyesight to work with and repair computers
3. May be required to lift and carry up to 50 lbs. of computer equipment
4. Sit, stand, walk, carry, and bend
5. May be required to drive in some locations to access user sites

EDUCATION AND EXPERIENCE:

The position requires at least a high school diploma or GED. A Microsoft Certification, ITIL, CITO, CISA, or equivalent experience required. The candidate must have a minimum of three years of experience in the Support IT field. An Associate Degree or higher in computer/information sciences, Management Information System or related fields is preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

1. Mobile device management iOS/Android.
2. Knowledge of Microsoft Cloud ecosystem including Entra id, Intune, and Microsoft operating systems.
3. Telecommunications: Voice mail, VoIP, and Mobile devices.
4. Experience with computer deployment development, testing, and production procedures.
5. Thorough understanding of Desktop and Laptop hardware.
6. Network: Ethernet, TCP/IP, and OSI model.
7. Ability to diagnose and resolve complex technical problems.
8. Ability to work independently, collaboratively, and communicate effectively.
9. Ability to grasp technical details of new technologies and the application thereof.
10. The person must have well-developed interpersonal, organizational, and problem-solving skills and be a team player with a desire to provide a high level of customer service.
11. Excellent communication skills including:
    1. Composure and confidence in an executive customer support role.
    2. Seeks prompt feedback to ensure accurate communication.
    3. Active listening to input from client/user/staff/peer.
    4. Expresses ideas effectively to various organizational levels.
    5. Communicates in a solution-oriented fashion.
12. A positive attitude is a must.

Daughters of Charity Ministries, Inc. may obtain "consumer reports" about you from a consumer reporting agency for employment purposes. A "consumer" report is a background screening report that may contain information regarding your criminal history, sex offender registry status, credit history, employment history, education verification, driving history, professional licenses, and other information about you. It may bear upon your character, general reputation, personal characteristics, and/or mode of living.

Salary : $64,000 - $71,000