What are the responsibilities and job description for the Site Support Analyst II position at Solution Partners, Inc.?
This candidate will be part of a team responsible for providing onsite IT support services at client locations. Full-time technician with strong customer service skills, good tier II end user device support experience and a general knowledge of network/server platforms.
Primary Duties and Responsibilities
- Serve as the primary point of contact for an assigned site.
- Work directly with Site Administrative Assistants to support Local Leadership needs.
- Installing and configuring Dell Hardware & peripherals.
- Image, upgrade pc/MacBook hardware through MDT, SCCM and Symantec Ghost.
- Install programs/software with executables and SCCM software center.
- Performing data migrations using various tools such as OneDrive.
- Accurately track & document the installation and or removal of equipment in CMDB.
- Coordinate directly with end-user in setup of new device, shipping and return of old pc.
- Respond to post deployment application and hardware issues related to refresh.
- Experience with end-user virtual private network configuration (Pulse, AoVPN).
- Provide IT/AV conference support for onsite/offsite executive presentations, events, and meetings including wireless networking, telephony, projectors, speakers, clickers, and closed-network printer setups.
- Assist in employee On-boarding process, including equipment procurement & imaging.
- Utilize ticketing system to document service request and incidents.
- Escalate IT service and application operational issues to tier 3.
- MS Office 365 support knowledge, including Outlook Calendar and MS Teams support.
- Printer management including standard break/fix of hardware, software, and networking issues.
- Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure.
- Demonstrate ownership and manage executive incident resolution from end-to-end in a highly responsive manner.
- Strong task management skills: ability to prioritize, triage, resolve and escalate in an efficient and effective manner.
- Participate in weekly IT Site Support meeting.
- Participate in team projects that enhance the quality or efficiency of Service Desk delivery.
- Attend training and compliance sessions as required.
Qualifications
- Three or more years of experience in computer operations, or desktop support areas doing similar work as duties outlined above.
- CompTIA A Certification, MCSE, or other IT Certifications.
- Working knowledge of and experience with Windows10, Office365, Teams and SCCM.
- Experience with Inventory / Asset Tracking software.
- Ability to follow written IT policies and procedures.
- Strong communication and interpersonal skills.
- Strong organizational skills and a strong attention to detail.
Salary : $25 - $30