Tech Support Analyst II

A Day In The Life 

The Technical Support Analyst II provides Tier II technical assistance and guidance to the organization’s IT users, i.e. remote workforce, senior management, supervisory staff, administrative personnel, etc., ensuring the smooth operations of computer systems and software. They will be responsible for troubleshooting and resolving complex IT problems, such as network connectivity issues, hardware and software problems, database interface/communication, and other technical-related issues. They will also manage and maintain IT systems and equipment, ensuring that they are up-to-date and secure. In addition, the Technical Support Analyst II will be responsible for training and educating end-users on software and/or hardware applications on a regular and periodic basis, and helping them to understand how to effectively and efficiently use their IT systems.

As a Tech Support Analyst II you will:

• Act on the organization’s behalf interfacing with FIT team to maintain network and all phishing/security protocols
• Effective strategic partner with internal customers, System Admin, and FIT team on various IT implementations, installations, improvement projects, and periodic upgrades/patching
• Provide Tier II/other technical support; Troubleshoot standard performance and in the application environment
• Provide Tier II/other technical support for incoming queries related to computer systems, software, and hardware
• Maintain the organization’s IT business continuity & DR support as appropriate
• Through active listening and strong problem-solving skills, analyze, diagnosis, and resolve IT issues for all users
• Monitor system activity, manage system maintenance, and gather system statistics; follow up on reported errors and alarms
• Setup, install, modify, and repair computer hardware and software
• Manage user and system capacity and take action/make recommendations to resolve
• Perform IT system and network maintenance as required; facilitate appropriate testing before changes are introduced
• Work closely with customer to understand the deployed packaged applications/platforms, provide recommendations, and test sustainability of the request/project
• Schedule activities in accordance with the business requirements
• Work closely with the OEM and BTM team to install their software on company computers, provide end-user support, and issue resolution
• Maintain & update computer hardware and storage to be compliant with company policy
• May require late night, on call or weekend support, as well as the ability to quickly respond to problems 24 x 7
• Maintain documentation for all processes and procedures

What We Need From You 

• Bachelor’s Degree Information Technology preferred
  5-7 years Related experience or equivalent combination of education and/or experience
• Knowledge of IT support technologies
• Ability to learn new programming languages and tools
• Ability to conduct research across a wide range of computing issues
• Ability to work in a fast-paced environment
• Strong knowledge of IT business processes and practices
• Ability to work with a cross functional team
• Critical thinking and problem-solving skills
• Knowledge of IT infrastructure
• Knowledge of network, system, and application security
• Highly self-motivated
• Communication and customer service skills
• Time management and organizational skills
• Ability to manage multiple priorities and meet deadlines
• Ability to work with a diverse community of end users
• Strong multi-tasking abilities with project management skills
• Aptitude for learning new technologies
• Ability to learn and participate in the installation of computing equipment and network computing equipment hardware and software
• Attention to detail to ensure accuracy and integrity of analytics

Physical Requirements 
The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.
Work Environment

• Extreme cold – Rarely
• Extreme heat – Rarely
• Humidity – Rarely
• Wet – Rarely
• Noise – Occasionally
• Hazards – Rarely
• Temperature Change – Rarely
• Atmospheric Conditions – Rarely
• Vibration – Rarely

Travel Requirements 
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