IT Support Analyst II

Job Summary

Physical Requirements

Stand or Sit(Stationary position), Walk(Move, Traverse), Use hand/fingers to handle or feel (Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position), Stoop, kneel, crouch, or Crawl(Position self(to), Move), Talk/hear(Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information), See (Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess), Pushing or Pulling, Reaching, Repetitive Motion
Function in the Job

Sedentary Work- Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Job Function

• Gather the customer’s information and determines the customer’s issue by analyzing the symptoms and figuring out the underlying problem
• Determine severity of problem and ensures response time is minimal through triage process
• Provide practical solutions to a wide-range of applications/technology problems/issues Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
• Identify, troubleshoot, research and resolve basic technical problems
• Uses Knowledge Base to identify problems and possible solutions

• Document and disseminate identification and resolution of problems to avoid future redundant work efforts
• Contribute to the Knowledge Base and communicates across the team

• Provide service to internal and external customers to satisfy their needs and expectations
• Listens to concerns and resolves reported issues effectively and promptly
• Committed to continuous improvement
• Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
• Anticipate customer’s needs and moves to effectively address issues
• Establish relationships with customers providing education/training as appropriate
• Delivers high quality solutions that meet the organization's needs

Required Skills

• Bachelor’s Degree or equivalent work experience in a related field required
• IT certifications or equivalent work experience preferred
• 3 years’ experience supporting desktop and application technologies required such as desktops/laptops, printers, and handheld scanners along with a strong working knowledge of the Windows OS and desktop productivity tools such as MS Office.
• 2 years’ experience supporting the following applications and technologies preferred:
• Virtualization Technologies
• Active Directory
• Networking Protocols (e.g., TCP/IP, DNS, DHCP)
• VPN Applications
• Microsoft Products and Applications (e.g., Windows OS, Office Suite, Teams)
• Web Browser Support (e.g., Chrome, Edge)
• IT Service Management Systems (e.g., ServiceNow)
• Operating Systems (Windows, MacOS, Linux)
• Mobile Device Management (MDM) solutions
• File Sharing Platforms (e.g., OneDrive, SharePoint)
• Remote Desktop Protocols and Tools
• Email Systems and Protocols (e.g., Microsoft Exchange, Outlook, IMAP/SMTP)
• Endpoint Security Solutions
• Printer and Peripheral Support
• Collaboration Tools
• Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
• Must be self-motivated and able to work independently, with minimal supervision and as part of a team
• Detail oriented with excellent interpersonal communication skills
• Excellent customer service skills