IT Support Analyst II

Responsibilities Provides remote and on-site support for workstations, laptops, printers, mobile, IoT and peripheral devices Fields customer questions and problems and resolves issues independently or partners with IT technical resources Assists junior analysts, as needed, prior to determining need for escalation Researches, resolves and responds to incidents and requests reported by customers regarding end-user devices Uses systems and diagnostic tools to troubleshoot issues May develop, maintain and/or disseminate departmental policies and procedures Responsible for maintaining departmental standard operating procedures (SOP) manual Triages complex issues that span across multiple technologies (Ex: Networking, Security) Addresses IT tickets at remote offices across multiple locations within NYC Uses a ticketing system to manage assigned cases and logs all activities and case updates Creates and maintains asset records for all devices worked on Configures desktops, laptops, Operating Systems, mobile devices, printers, and IoT devices Ensures that all devices meet institutional security standards prior to connecting them to the network Answers end-user technology questions and provides information regarding departmental computing policies and service agreements Ensures metrics and service level agreements are upheld Provides timely response to customers Contributes to and helps maintain the Knowledge Base Coordinates and executes large scale hardware refreshes and office relocation projects Provides white‑glove service to Senior/Executive Leadership as needed Requirements Bachelor's Degree Significant related experience (4+ years directly related) can be considered in lieu of degree Minimum of 2 years of IT Support in an Enterprise environment Following certifications not required, but preferred: CompTIA A+, Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Expert (MCSE), HDI Desktop Support and/or ITIL Foundations Demonstrated experience with an IT Service Management ticketing system Demonstrated experience supporting end‑user services technology, including Windows and Mac OS desktop support, iOS and Android mobile device support and Exchange support in an Enterprise environment Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets, printers, and IoT Devices Familiarity in navigation of various and generic OS/GUI systems of devices Demonstrated knowledge of Citrix environment and virtualization technologies Familiar with escalation processes regarding other technology groups Demonstrated experience with network connectivity troubleshooting Able to work in both individual contributor and team setting to accomplish goals Demonstrated ability to work with minimal supervision in various remote offices and locations throughout NY. #J-18808-Ljbffr