SUPPORT ANALYST II
Smart
Job Title: Support Analyst II Department: Information Technology General Summary Under general supervision, the Support Analyst II is responsible for providing timely, effective, and user-focused technical support to ensure the continuity of business operations. This role functions as a Tier 2 support resource, responsible for advanced troubleshooting, issue escalation support, and resolving complex incidents that require deeper technical analysis. Duties and Responsibilities
- Serves as an escalated point of contact for IT-related issues via phone, email, and ticketing systems.
- Track, document, and update incidents and service requests in the helpdesk system.
- Communicate updates, resolutions, and follow-ups to ensure high user satisfaction.
- Diagnose and resolve hardware, software, and connectivity issues.
- Identify root causes to help prevent recurring issues.
- Maintain IT inventory, warranties, and asset tracking systems.
- Support enterprise systems, including Windows OS, Microsoft 365, printers, and business applications.
- Provide user knowledge transfer and training as needed.
- Create and maintain knowledge base articles, FAQs, and user guides.
- Contribute to improving IT processes, workflows, and service delivery.
- Programs, implements, and documents technical hardware staging and software installation.
- Perform computer hardware and software maintenance as needed and instructed.
- Provide remote and on-site support across multiple locations.
- Participate in infrastructure technology enhancements and rollouts.
- Support and assist with the Microsoft 365 environment as well as its applications.
- Support board meetings, executive event setup, and live-streaming operations.
- Assist with email security, spam filtering, and mailbox management.
- Assist with employee onboarding and equipment training.
- May be required to be on call 24/7, including after business hours, weekends, and holidays.
- Performs other duties as assigned.
- Bachelor's degree in information technology, Computer Science, or related field.
- An equivalent combination of certifications and experience may be substituted for the minimum requirements.
- Preferred: 3-5+ years of experience in Tier 1 or Tier 2 IT support, service desk operations, or systems administration.
- Experience supporting and knowledge of Microsoft 365 and Windows-based environments.
- Foundational knowledge of networking concepts such as TCP/IP, DNS, and DHCP.
- Experience developing and delivering training modules.
- Experience with hardware staging, deployment, and maintenance.
- Experience with logging and routing in helpdesk/ticketing systems.
- Experience with performing in-depth root cause analysis for recurring or high-impact incidents.
- Strong customer service and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to manage time and projects with minimal supervision.
- Must be able to lift IT equipment.
Vacancy posted 1 day ago
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