IT Support Analyst II

Vimly is looking for an experienced IT Support Analyst II to provide reliable, responsive support across our hardware, software, applications, peripherals, and user support needs. This role is best suited for someone with a strong foundation in Tier 1 support who is ready to handle more complex troubleshooting, manage competing requests with limited day-to-day direction, and serve as an escalation resource when issues require deeper technical judgment.

The IT Support Analyst II will help keep employees productive by resolving support requests, documenting solutions, identifying recurring issues, and delivering a high level of service to both technical and non-technical users.

Job Responsibilities:

• Own the installation and ongoing configuration of critical applications in accordance with Vimly’s IT policies, procedures, and employee needs.

• Prioritize assigned help desk requests, routine maintenance and project-related tasks in partnership with IT team members.

• Deliver consultation and training on technology use and computer applications across Vimly departments, acting as a go-to resource for other IT systems users.

• Configure, maintain, and update all third-party applications, including administration of application-dependent back-end servers.

• Maintain the security of the organization’s information systems: implement virus prevention/detection/cleaning and security procedures, monitor event logs and alerts, and proactively recommend policy and procedure improvements.

• Configure, monitor, and maintain patch management systems to ensure network and systems integrity, including monthly patching of all applications, production, and development back-end servers.

• Maintain clear documentation, update project or ticket tracking tools and provide

• Timely status updates to support visibility and follow-through.

• Identify opportunities to improve current software applications and support processes. Partner with IT leadership on recommended changes.

• Provide Tier II technical support for hardware and software troubleshooting to internal and external customers, and serve as an escalation point for Tier I issues.

• Mentor and support the onboarding of newer IT Support Analysts, sharing troubleshooting approaches and Vimly-specific systems knowledge.

• BA/BS degree in computer engineering or a related field, OR equivalent work experience in information technology.

• 5+ years of hands-on IT support experience, including demonstrated proficiency in Tier I support duties

• Proven track record working independently with little day-to-day direction, including prioritizing competing requests and driving issues to resolution.

• Experience with planning and implementation of complex projects is strongly preferred.

• Relevant certifications (e.g., CompTIA A+, Network+, Security+) a plus.

• Able to work on-site at Vimly’s office; this role requires hands-on access to hardware, servers, and infrastructure that cannot be supported remotely.

• Lifting Requirements: Up to 25 pounds - Frequently, 26-50 pounds - Occasionally, 51-60 pounds - Rarely.

What Will Help You Excel

• You enjoy solving problems and take pride in finding the root cause of issues rather than just addressing symptoms.

• You can balance multiple priorities and make sound decisions about what needs immediate attention versus what can wait.

• You are comfortable working independently but know when to seek input or escalate an issue.

• You have a strong service mindset and enjoy helping others navigate technical challenges in a way that is approachable and easy to understand.

• You naturally look for opportunities to improve processes, documentation, and the overall employee support experience.

• You communicate clearly with both technical and non-technical audiences and keep stakeholders informed of progress, risks, and next steps.

• You are adaptable and comfortable learning new systems, applications, and technologies as business needs evolve.

• You are organized, dependable, and follow through on commitments.

• You demonstrate sound judgment when handling access, security, and confidential information.

• You align with Vimly’s core values, fundamentals, and commitment to delivering an exceptional customer experience.

Pulled from the full job description

• Pet insurance
• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account, Base salary: $55,000-$65,000. Eligible for quarterly bonus earnings, up to 3% of annual salary. Actual compensation offered may vary depending upon many factors, including a candidate’s skills, qualifications, experience, and location.

Salary is only one component of the Vimly Benefits Solution Total Rewards Program. Vimly offers its eligible employees and their dependents (including domestic partners) a comprehensive and competitive benefits package:

• Medical, Dental and Vision Coverage
• 401(k) Retirement Plan
• 20 PTO days accrued within the first year (includes sick time)
• 12 holidays per year, Diversity Time Off and Paid Volunteer Time Off
• Life and AD&D Insurance
• Long-term and Short-term Disability Insurance
• Voluntary Life Insurance
• Voluntary Long-Term Care (LTC) insurance
• Voluntary Pet Insurance
• Voluntary Legal Plan
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• AFLAC Voluntary Benefits
• MetLife Voluntary Benefits
• Employee Assistance Program