Analyst, Technical Support (Level 2)

The Technical Level 2 Analyst role is responsible for supporting all company end-users, including maintaining, monitoring, and supporting Active Directory, Exchange, Unified Messaging, Virtualization, Communications, and Network platforms. The role requires excellent leadership, customer service, and communication skills.

Requirements

• Provide Tier 1-2 Technical Support
• Troubleshoot and technical support via phone, remote support, desk side support, and server
• Responsible for the tracking of assets (Computers, Monitors, docking stations, etc.)
• Responsible for Server/Desktop, OS and application patch management monitoring/reporting
• Provide 2nd level Help Desk Ticket resolution
• Interact with internal clients on all levels to resolve IT issues in a timely and efficient manner
• Follow defined Systems Development Processes
• Maintain support documentation
• Install, configure, and maintain printers, desktops, servers, and network devices
• Record all technical moves / adds / changes into ServiceNow
• Troubleshoot for MS Office products
• Troubleshoot PC / Laptop / Server hardware and install / configure hardware components
• Contribute, participate, and take initiative on proposing ideas to resolve repetitive problems