Information Technology Technical Support Analyst II

POSITION SUMMARY

The Technical Support Analyst II provides advanced technical support for computer systems, hardware, software, and related technology services. This role is responsible for analyzing, troubleshooting, documenting, and resolving technology issues while delivering exceptional customer service to Sisters and ministry staff onsite.

The position requires a strong working knowledge of desktop operating systems, networking fundamentals, audiovisual technologies, mobile devices, and the Microsoft cloud ecosystem. The ideal candidate demonstrates technical expertise, initiative, accountability, resourcefulness, and a proven ability to successfully manage projects and support customer needs.

This position reports to the Senior Infrastructure Manager, Information Technology.

ESSENTIAL FUNCTIONS

1. Provide professional and responsive technical support to the Sisters and their business staff.
2. Manage service requests and incident tickets in accordance with established service level agreements (SLAs).
3. Provide comprehensive support for computers, software applications, low-voltage cabling, network installations, IT peripherals, and printers.
4. Support and troubleshoot mobile devices utilizing iOS and Android operating systems.
5. Maintain conference room audiovisual equipment and perform routine maintenance as needed.
6. Diagnose, troubleshoot, and resolve technical issues while maintaining established IT standards.
7. Interact with customers using patience, professionalism, and effective problem-solving techniques.
8. Research, resolve, and respond to customer requests received through phone, email, walk-up support, and ticketing systems.
9. Escalate issues to appropriate resources in accordance with established guidelines and procedures.
10. Connect and configure network-enabled devices on wired and wireless networks and troubleshoot basic networking issues.
11. Assist with technology-related budget requirements based on campus needs.
12. Coordinate with vendors for technical support, equipment procurement, and issue escalation.
13. Document technical processes and procedures and develop user guides, instructions, and training materials.
14. Perform other duties as assigned.

OTHER ACCOUNTABILITIES

1. Maintain current knowledge of relevant technologies, products, and support policies to provide accurate technical solutions.
2. Provide regular status updates and follow-through throughout the issue resolution process.
3. Perform administrative responsibilities as assigned, including asset inventory management and tracking.
4. Develop accurate and creative solutions to moderately complex user issues to ensure continued productivity.
5. Recommend system enhancements and process improvements to reduce recurring user problems.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

1. Work is primarily performed in an office environment.
2. Requires sufficient visual acuity to diagnose, repair, and support computer equipment.
3. May be required to lift and carry up to 50 pounds of computer equipment and related technology.
4. Requires the ability to sit, stand, walk, bend, and carry equipment throughout the workday.
5. May require travel between locations and the operation of a motor vehicle to support user sites.

EDUCATION AND EXPERIENCE

The position requires at least a high school diploma or GED. A Microsoft Certification, ITIL, CITO, CISA, or equivalent experience required. The candidate must have a minimum of three years of experience in the Support IT field. An Associate Degree or higher in computer/information sciences, Management Information System or related fields is preferred.

VII. KNOWLEDGE, SKILLS, AND ABILITIES

1. Experience supporting and managing iOS and Android mobile devices.
2. Knowledge of the Microsoft cloud ecosystem, including Entra ID, Intune, and Microsoft operating systems.
3. Understanding of telecommunications technologies, including voicemail, VoIP, and mobile communications.
4. Experience with computer deployment, testing, implementation, and production support procedures.
5. Thorough understanding of desktop and laptop hardware components.
6. Working knowledge of networking concepts, including Ethernet, TCP/IP, and the OSI model.
7. Ability to diagnose and resolve complex technical issues efficiently and effectively.
8. Ability to work independently and collaboratively while communicating effectively with users and team members.
9. Ability to quickly learn new technologies and apply technical knowledge to practical business needs.
10. Strong interpersonal, organizational, analytical, and problem-solving skills, with a commitment to teamwork and customer service excellence.
11. Excellent communication skills, including:
    a. Professional composure and confidence when supporting executive-level customers.
    b. Seeking timely feedback to ensure accurate understanding and communication.
    c. Active listening skills when working with clients, users, staff, and peers.
    d. Ability to communicate technical concepts effectively to individuals at all organizational levels.
    e. Maintaining a solution-focused approach in all interactions.
12. Demonstrates a positive attitude, adaptability, and a commitment to providing exceptional customer service.

Daughters of Charity Ministries, Inc. may obtain "consumer reports" about you from a consumer reporting agency for employment purposes. A "consumer" report is a background screening report that may contain information regarding your criminal history, sex offender registry status, credit history, employment history, education verification, driving history, professional licenses, and other information about you. It may bear upon your character, general reputation, personal characteristics, and/or mode of living.