IT Analyst II

IT ProfessionalSeeking an IT professional with advanced skills to provide high-touch customer service along with technical support to executive level and administrative support staff as necessary including problem recognition, research, isolation, resolution and follow through. Work cooperatively with cross-functional teams to provide technology support and services up to and including senior leadership. This position is fully in-person.Responsibilities:Respond to, or create as needed, Incidents, Tasks or forms for all work performed or needed.Respond to and assist customers who reach out directly, making tickets for work performed.Function as a proactive resource, addressing IT issues ahead of when customers could be impacted by them wherever possible.Support hardware, software and/or services for approved desktop computing equipment, mobile devices and services, including installations and upgrades – as well as non-standard equipment for approved customers.Deploy and maintain mobile equipment such as smartphones and tablets, including personal equipment for some C-suite executives.Participate in on-call rotation supporting all executives, may be 24X7 for some C-suite executives.Identify recurring issues, document as Problems and escalate to appropriate personnel.Keep management informed of potential issues including those with customers.Represent technical bridge between technology groups and business units.Make recommendations for and implement improvement in processes and procedures.Understand and follow *** processes (Incident Management, Request Fulfillment, Problem Management)Performs other related duties as assigned by management.Understand and apply the Priority Matrix. Strive to meet metric goals and avoid breaches.Travel Requirements: Minimal – Domestic as needed by customer(s). International travel is possible due to being part of a global team.Hours of work/work schedule/flex-time: 40 hours/week with some after-hours on-call work expected.Education Requirements: Bachelor's Degree (minimum) or equivalent work experience and knowledge.Work Experience: Five plus years of experience in infrastructure and/or desktop support arena. C-suite experience preferred.Requirements:Advanced technical troubleshooting skillsAbility to function effectively and quickly in stressful situations / circumstancesFast response time to customersStrong customer service/soft skillsAbility to multitask and come up with innovative solutions to customer problems quickly.Strong remote support skills and familiarity with remote support toolsOutstanding interpersonal skills, able to explain IT matters in Client termsAdvanced knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook, Teams), Windows and other *** standard software and servicesStrong mobile device technical troubleshooting skills (both iPhone and Android) and knowledge of how to perform data transfers and corporate configurations such as through Microsoft InTune.Knowledge of home network wireless infrastructure (setup and support) as well as home internet provider assistance (ex. Spectrum)Very strong attention to detailAbility to work solo as well as with a team as a strong team playerFlexibility and adaptabilityCreative problem-solving skillsExcellent organizational skillsAbility to build relationships, interact professionally and respectfully with all levels of the organizationAbility to accept and adapt to change, including support for new and non-standard items.Desired Skills:Experience with C-suite executivesLeadership skillsDetailed knowledge of troubleshooting Windows, Mac, and mobile devices.Innovative and creative problem-solving skillsPrioritization and schedulingFlexibility with work scheduleAbility to lead a projectAbility to follow direction and proactively seek guidance when neededPrevious experience working in a corporate environment, particularly with C-suite executives.Ability to manage own workload and set priorities with little supervisionStrong business ethicsSoft Skills:Positive attitudeComfortable/Calm in high pressure environmentSelf-discipline and motivationDetail orientedResults-orientedCustomer-service orientedAbility and desire to learn new skills, accept and action feedback/coachingCommunicate verbally, in writing and through presentation to peers, supervisor and customersNot afraid to seek help and ask questions to management chain for guidance**This position does not support immigration sponsorship. Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.