Job Description

IT Support Analyst II

JOB SUMMARY:

The IT Support Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

JOB QUALIFICATIONS:

· 3 years equivalent work experience.

· Certifications in A+, CompTIA Network +, MCDST preferred but not required.

· Knowledge of basic computer hardware, including workstations, laptops, printers, copiers, wireless technologies, handheld scanners, thermal printers, smartphones, VOIP.

· Experience with desktop and server operating systems, including Windows 10 Professional, Windows 11 Professional, Mac OS X.

· Extensive application support experience with MS Office Suite, Oracle.

· Working knowledge of a range of diagnostic utilities, including Putty, Wireshark, VNC, RDP.

· Familiarity with the fundamental principles of a validated computer environment.

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

· Strong customer service skills and keen attention to detail.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Experience working in a team-oriented, collaborative environment.

· Highly self-motivated and directed.

· Fluent English and Spanish language skills a plus.

POSITION RESPONSIBILITIES:

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

· Alert management to emerging trends in incidents.

· Assist in software releases and roll-outs and communication to the end users.

· Field incoming requests to the Help Desk via both telephone and e-mail and Kaseya to ensure courteous, timely and effective resolution of end user issues.

· Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

· Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

· Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Install anti-virus software and ensure virus definitions are up-to-date.

· Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Test fixes to ensure problem has been adequately resolved.

· Perform post-resolution follow ups to help requests.

· Develop help sheets, how to videos, and FAQ lists for end users.

· Reinforce SLAs to manage end-user expectations.

PHYSICAL REQUIREMENTS:

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

· Lifting and transporting of moderately heavy objects, such as computers and peripherals.

· Some travel required between multiple warehouse sites.

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

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