The Service Support Analyst II plays a pivotal role in our mission to revolutionize the field of Orthodontics through technical excellence and innovation. This position is dedicated to supporting Bond's technological infrastructure and computing environments, leveraging a broad array of technologies including desktops, servers, virtualization, networks, and remote connectivity solutions. The role involves significant responsibilities in troubleshooting, systems maintenance, and direct support to ensure optimal operation and security of our IT systems.

Duties and Responsibilities:

The following is a list of specific duties which are essential functions of this job. The list is not exhaustive, as all duties are subject to change. Note that while the practice may provide an addendum to this job description that outlines some responsibilities specific to the practice needs, it does not replace this job description. While an effort has been made to describe the customary way this job is performed thoroughly, reasonable accommodation will be made upon notification for qualified individuals with disabilities who may not be able to perform the job in the manner indicated.

Summary of Essential Job Functions:

• Complex Issue Resolution: Expertly identify and rectify complex technical problems across various business applications, network configurations, and hardware setups, emphasizing systems performance and reliability to drive technology efficiency.

• Premium Technical Support: Deliver exceptional support through multiple channels (phone, email, and direct interaction), navigating intricate challenges to enhance user satisfaction and streamline operational processes.

• Systems Administration Fundamentals: Undertake essential systems administration tasks such as monitoring system performance, executing routine maintenance, and applying updates and patches, laying the groundwork for more advanced responsibilities in system management.

• Strategic IT Asset and System Oversight: Lead in the safeguarding of IT systems' integrity, security, and availability. Collaborate on strategic initiatives for IT asset management, data protection, and disaster recovery planning, aligning with broader business continuity strategies.

• Project Leadership and Technological Implementation: Guide cross-functional teams on IT projects, leveraging project management best practices from inception through to successful execution, while fostering the development of junior team members in both technical and project management domains.

• Innovative Solutions and Stakeholder Communication: Serve as a vital IT department representative, engaging with stakeholders to ensure IT solutions meticulously align with and support organizational strategies, facilitating the seamless integration of technological advancements.

• Continuous Learning and Process Innovation: Stay abreast of the latest in technology trends, regulatory updates, and industry best practices, applying this knowledge to champion innovation and continuous improvement within the IT landscape.

• Vendor Relations and Risk Oversight: Manage and evaluate technology vendors and service providers to secure favorable terms and high-quality services, contributing to comprehensive risk management strategies to protect IT operations and data integrity.

• Development and Customization of IT Solutions: Craft and refine IT solutions tailored to meet unique business requirements, using programming or scripting skills to bolster efficiency, support strategic projects, and pave the way for future technological advancements. Pathway to Systems Administration: Engage in "light" systems administration tasks that provide a foundational understanding and hands-on experience with system architecture, data storage solutions, and network security, preparing for a seamless transition to a full Systems Administrator role in the future.

Knowledge and Skills:

• Bachelor's Degree in Information Technology, Computer Science, or related field

• Minimum of 3 years’ experience in IT systems management or related roles

• 2-3 years’ experience in troubleshooting and supporting Windows 10 or Windows 11, Windows Server 2012, 2016, and 2019 environments

• Practical experience in O365 user creation and management • Strong communication skills, both written and verbal, with the ability to convey technical concepts to non-technical audiences

• Strong analytical, problem-solving, and independent decision-making capabilities • Attention to detail, with a focus on policy compliance, accuracy, and documentation • Strong customer service orientation

• Excellent organizational and multitasking abilities

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person