Support Analyst II - Remote

Overview

The Support Analyst delivers exceptional customer service by implementing, maintaining, and troubleshooting technical systems. This role involves supporting and optimizing customer workstations, servers, software, network equipment, and connectivity. The ideal candidate is customer-focused, possesses strong verbal and written communication skills, and proactively works to meet client needs.

In Short

• Serve as Tier II Analyst and 2nd escalation of mission-critical client issues, including outages, security incidents, or infrastructure failures.
• 2-3 years in a similar role of hands-on IT support experience.
• Troubleshooting Windows workstations and applications, supporting and maintaining Windows Server environment.
• Serve as point of contact from customers seeking technical assistance over the phone and ticketing system.
• Comfortable with remote troubleshooting (I.E. Password Resets, New User/Workstation Setups, Desktop/software Issues).
• Basic knowledge and troubleshooting of network switches, firewalls and access points.
• Experience with Anti-virus/malware software and remediation processes.
• Support various email systems (O365, GSuite) using SPAM filtering tools (Barracuda, Mimecast, Defender, Graphus).
• Setup and install Windows operating systems, Microsoft Office Suite, and other Windows applications.
• Provide third party vendor management assistance.

Requirements

• Ensure that Service Level Agreements are met for all customers.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong documentation skills with the ability to accurately document information related to client environments and issue resolution.
• Keen attention to detail.
• Ability to absorb and retain information quickly.
• Highly self-motivated.
• Work with a mentor to help develop skillset and GFI values.
• Excellent communication and interpersonal skills.
• Proven analytical and problem-solving abilities.
• Solutions focused.

Benefits

• 401(k) matching.
• Dental insurance.
• Employee assistance program.
• Employee discount.
• Paid time off immediately available upon hire.
• Flexible spending account.
• Health insurance.
• Health savings account.
• Life insurance.
• Referral program.
• Vision insurance.