IT Support Analyst II

This is the intermediate level position performing Information Technology Support Analyst II job duties. The main responsibilities include:-Intake of calls or walk ins and creating tickets within ServiceNow-Assist with loaner pool for users in iHub-Setting up and supporting conference room with AV/VC equipment-Troubleshoot and install software.-setting up and troubleshooting personal mobile device setups-Set up of conference rooms/committee rooms for hybrid Zoom meetings.

Knowledge of the following applications:

• Granicus
• Zoom
• ServiceNow
• Tanium
• SCCM
• Windows 11
• MS Office (Word,Outlook,etc)
• MS Teams
• Adobe
• Active Directory
• CheqRoom
• WS1

Special Requirements

• Troubleshooting hardware and software issues
• Setting up and supporting conference room with AV/VC equipment
• Will be working in Union Station in person (not hybrid)
• Able to use ACD (automatic call distribution)

Do you have experience in Zoom?, Do you have a Bachelor’s degree?, * Education and Experience: Bachelor’s degree from an accredited college or university in a related field and two years of relevant experience.

• General Required Knowledge of: Principles and practices of information technology and operations; operational characteristics of various computer systems, word processing, spreadsheets, and other software applications; principles of hardware and software installation and current office procedures; Information Technology practices and standards and disaster recovery practices; and current office technology and equipment.
• Help Desk Required Knowledge of: Software licensing compliance; help desk application software; hardware, networking and software support techniques, operations and usage, and standard features and functions of latest personal computer operating system; office productivity suite; and advanced operations of laptops, projectors, digital cameras, video cameras, and mobile devices.
• General Required Skills and Abilities to: Use independent judgment and exercise discretion; problem solve; prioritize and multi-task; communicate clearly and concisely, both verbally and in writing; establish and maintain effective working relationships with those contacted in the course of work; work independently and in a team environment; lead and train; and operate current office equipment including computers and supporting applications.
• Personable, Team Player, Flexible, Multitask and handles pressure well.
• Detail orient, Organized, Strong Written and Verbal Communication skills a must.

$46.52 - $50.54 an hour - Temporary, Full-time, The temp labor assignment is up to 6mos and currently work a 9/80 schedule starting as early as 6:30am - 4:45pm with every other Friday off. This position is an everyday in person position providing IT support.