Responsible for providing Tier 2 support for Information Technology related items by answering questions or resolving problems in person, via telephone or from a remote location. Assists Tier 1 teammates via escalated issues, tickets, guides and teaching them proper procedures. Provides training & technical assistance to end users as needed. Monitors and upgrades existing systems. Determines user specifications for hardware and software. Assists Network and System Administrators with implementation of special projects.
JOB DESCRIPTION DETAILS
User Support Analysis
Mentors, trains and assists Tier 1 Helpdesk Technicians as needed via escalated issues and tickets.
Responds to telephone calls, emails and personnel requests for technical support; identifies, researches, and resolves technical problems; ensures timely resolution and follow-up.
Documents technical and non-technical solutions and processes.
Creates, updates and deletes Active Directory objects and permissions.
Maintains IT equipment database.
Assists Network and Systems Administrators with projects and implementations.
New Equipment Installations
Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Sets up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
Special Job Dimensions
Travel up to 25% of the time.
On call - will be required to work flexible hours (including after hours and weekends) and in an on-call rotation to provide back-up and emergency support; it is important to provide wrap-around service in order to keep all systems functional.
Knowledge of computer solutions including Microsoft Windows Server, Microsoft Windows, Microsoft Office, Helpdesk ticketing systems and understanding networking systems
Demonstrated knowledge using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications
Knowledge of on-line monitoring and diagnostic resources
Ability to know your audience and communicate with all levels of the organization
Ability to configure Outlook/Exchange and solve Outlook configuration issues such as permissions, views, calendar sharing, email rules, data migration, etc.
Experience and proficiency in leading and managing projects
Demonstrated ability to understand and adhere to proper change control policies and practices
Education, Certification/License & Work Experience
Associates Degree in Computer Science or related discipline preferred
3-5 years of related experience Desktop Support role
Comp TIA A+ Certification, required
Comp TIA Network+ Certification, preferred
Microsoft MCITP: Windows 7 or Windows 10, required
Microsoft Office Specialist (MOS) Certification, preferred