Technology Support Analyst II

Technical Support: Assist with diagnosing and resolving hardware, software, and network issues for end-users, ensuring efficient and timely resolutions.

Device Management: Support the setup, configuration, and ongoing maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.

Ticket Management: Log, track, and resolve service requests and incidents using the organization's ticketing system, ensuring clear communication and timely updates.

Escalations: Collaborate with the first-line support team, escalating unresolved or complex issues to the Technology Support Manager or other specialized teams.

Proactive Problem Solving: Identify recurring technical issues, providing recommendations for long-term solutions and improvements.

End-User Education: Assist with training sessions to help users improve efficiency and reduce common technical problems.

Documentation: Maintain and update user-friendly documentation for common issues, solutions, and IT procedures.

Team Collaboration: Work closely with the Technology Support Manager and other IT staff to improve service delivery and enhance the overall support experience.

High school diploma or equivalent is required, and associate's degree or technical certification is preferred

Minimum of 2 years of experience in technical support roles, with hands-on experience in hardware and software troubleshooting