IT Analyst II

IT Professional Position

Seeking 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.

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 client's processes (Incident Management, Request Fulfillment, Problem Management).
• Understand and apply the Priority Matrix. Strive to meet metric goals and avoid breaches.
• Performs other related duties as assigned by management.

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 skills.
• Ability to function effectively and quickly in stressful situations / circumstances.
• Fast response time to customers.
• Strong customer service/soft skills.
• Ability to multitask and come up with innovative solutions to customer problems quickly.
• Strong remote support skills and familiarity with remote support tools.
• Outstanding interpersonal skills, able to explain IT matters in Client terms.
• Advanced knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook, Teams), Windows and other client's standard software and services.
• Strong 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 detail.
• Ability to work solo as well as with a team as a strong team player.
• Flexibility and adaptability.
• Creative problem-solving skills.
• Excellent organizational skills.
• Ability to build relationships, interact professionally and respectfully with all levels of the organization.
• Ability to accept and adapt to change, including support for new and non-standard items.

Desired Skills

• Experience with C-suite executives.
• Leadership skills.
• Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.
• Prioritization and scheduling.
• Flexibility with work schedule.
• Ability to lead a project.
• Ability to follow direction and proactively seek guidance when needed.
• Previous experience working in a corporate environment, particularly with C-suite executives.
• Ability to manage own workload and set priorities with little supervision.
• Strong business ethics.

Soft Skills

• Positive attitude.
• Comfortable/Calm in high pressure environment.
• Self-discipline and motivation.
• Detail oriented.
• Results-oriented.
• Customer-service oriented.
• Ability and desire to learn new skills, accept and action feedback/coaching.
• Communicate verbally, in writing and through presentation to peers, supervisor and customers.
• Not afraid to seek help and ask questions to management chain for guidance.