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# Technology Support Analyst II

- **Company:** Addison Group
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Salary:** $62,400.0 - $68,400.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Computer Networks, Issue Tracking Systems, Network Troubleshooting, Microsoft Office, Productivity Software, Software Troubleshooting
- **Published:** June 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=830b0bb5f5425f9d

## About the Role

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

## Description

* 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.


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