Technical Support Analyst II

Global Roles

The Technical Support Analyst II provides technical support by installing, troubleshooting, and repairing software and equipment. The role involves solving routine to moderately complex network or application software problems for internal and external users and supporting IT End User Services volunteers.

Responsibilities

Respond to technical and/or user problems utilizing technical knowledge to troubleshoot and resolve issues.
Provide escalated technical support for complex issues as needed.
Review records and document reports of malfunctions, issues and maintenance as well as organizational, procedural, and workflow plans and methods.
Review, analyze, and evaluate technology and systems operations and provide recommendations to improve efficiency and utilization.
Prepare metrics, activity and progress reports regarding projects, tasks, and operations.
Adhere to standard operations and policies.
Ensure compliance with negotiated service level agreements.
Work under remote supervision.
Exercise judgment in diagnosing issues, analyzing data, and recommending solutions.
Work in areas around blood, blood donation equipment and plasma.

Requirements

Bachelor's degree required.
Information Systems, Computer Science, or related field preferred.
Minimum 2 years of related experience or equivalent combination of education and related experience required.
Effective verbal and written communication skills.
Ability to apply technical expertise to resolve problems.
Ability to effectively prioritize and execute tasks efficiently.
Ability to work on a team.
Demonstrates the ability to understand customer requirements and apply appropriate technical expertise to meet business objectives.
Ability to effectively prioritize tasks, balance multiple assignments, and work independently to achieve goals and meet deadlines.
Qualified candidates must be authorized to work in the United States.
Travel: 10-15%.

Skills

Technical Support
Software Installation
Technical Troubleshooting
Network Problem Resolution
Application Support
Customer Requirements Analysis
Task Prioritization
Independent Work
Verbal Communication
Written Communication

Languages

English

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Vacancy posted 3 days ago

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