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 Lead 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 Lead and other IT staff to improve service delivery and enhance the overall support experience.

Do you have experience in macOS?, Do you have a High school diploma or GED?, * High school diploma or equivalent is required, and an 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
• Must be familiar with Windows and macOS operating systems, Microsoft Office Suite, and common productivity applications
• Strong customer service skills, with the ability to communicate effectively with end-users of varying technical levels
• Basic understanding of networking concepts and protocols
• Willingness to learn and adapt to new technologies and procedures
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable
• Must have the integrity, enthusiasm, and willingness to represent company in the most professional, positive manner

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance