Technical Support Analyst II

Description

This position is responsible for first-level help desk side support and hardware implementation. Provides end user and application support for issues typically considered to be more complex than those resolved at the level I support. Supports and executes equipment configurations, imaging, deployments, and other related initiatives. Meets all assigned SLAs, department goals, and objectives. Resolves end-user issues and escalates as appropriate. Serves in a general support role within the Service Support department. The successful candidate must have the ability to support Windows applications including the MS Office suite, Outlook, and Exchange. Working knowledge of TCP/IP, and basic network troubleshooting skills are required. The ability to work independently as well as in a team environment is necessary. Microsoft and Cisco certifications are desirable.

Responsibilities will include, but are not limited to the following:

• Provides end user and application support to all departments and branches
• Provides support to all IT departments as required, performs elevated help desk functions and project assignments as a team member
• Prepares technical reports as directed by collecting, analyzing, and summarizing information
• Meeting expectations and following all departmental goals, strategies, and operating policies
• Maintaining productivity levels
• Contributing personally to the efforts of the team and department by maintaining a working knowledge of the area and through a hands-on approach to executing the department goals
• Assists with executing/managing any applications assigned to Service Support for administration
• Completes Help Desk tickets and projects within the required SLA or target date
• Escalates service problems to Management as necessary, or external vendors when directed to
• Ensures service operation goals are accomplished including response time via phone or on-site; maintains communication with branches and departments throughout the resolution of the problem
• Ensures that all inventory controls, policies, and procedures are adhered to during the execution of inventory handling, deployment, or dispatch
• Documents procedures and processes for all applications or functions supported by Service Support
• Provides departmental support for Technology as directed
• Perform workstation, printer, copier, or other device setups for training rooms, conference rooms, or other facilities as assigned
• Works towards the obtainment of any technical training certifications as needed (i.e. A+, MCSE, CISCO, etc) or determined by management as assigned

Minimum Qualifications

• Bachelor's degree preferred in a technically related field of study (equivalent experience may be substituted if A+ or MCSE Certifications are possessed and are current)
• Minimum of one-year help desk experience supporting/troubleshooting hardware, desktop applications, and/or other end user support needs
• Minimum of one-year system administration experience supporting Windows PCs in an Active Directory environment.
• Working knowledge of Active Directory and user management
• Excellent knowledge of Desktop operating systems including Windows 7 and Windows 10
• Excellent knowledge of operations in a Citrix thin client environment
• Excellent understanding of LAN/WAN technology
• Excellent knowledge of Windows, Microsoft Office, and application software
• Excellent analytical and organizational skills as well as excellent oral and written communication skills.
• Ability to relate well with others and build effective business relationships
• Ability to lift 50lbs and be able to stand or sit for long periods of time
• Ability to work flexible hours and/or participate in a rotating on-call status
• Preference will be given to candidates in the Houston market