IT Solution Support Analyst II

Norcross, GA | Contract To Hire

Post Date: 10/16/2017 Job ID: 47381 Industry: Technical Support

Job Summary:
The Solution Support Analyst II is responsible for providing Tier 2 technical support to  team members for all IT hardware, network and software issues. This support includes after hours emergency on call and scheduled training support. Analyst will identify research, troubleshoot and resolve technical issues via e-mail and voice mail ensuring a timely resolution. Position requires a high level of technical and customer service expertise, as well as demonstrating excellent communication skills, both written and verbal. Resolving an issue will involve the use of diagnostic and remote access tools, ticketing system and escalation to second and third tier support groups. Analyst must have the ability to train users in various software applications and desktop tools.
IT Solution Support Analyst II

The Support Center Analyst is responsible for Maintaining and administering desktop computer networks and related computing environments, including computer hardware, systems software, application software, and all configurations
•     Support Windows 7/8 fat clients and WYSE Thin OS thin clients
•     Proficiency with Active Directory 2003/2008/2012 & the ability to adapt AD to meet business needs
•     Familiarity with Medical application support (password resets, account permissions, and troubleshoot printing issues)
•     Ability to prioritize work and complete tasks unsupervised
•     Overall understanding of TCP/IP networks and phone systems
•     Laptop and desktop computer imaging, setup, and configuration
•     Ability to communicate complex technical issues to both technical and non-technical audiences
•     Creation and upkeep of computer images to ensure standardized configurations across systems
•     Excellent oral and written communication skills.
•     Generate technical support documentation, contributing to both the tech and user knowledge bases
•     Document incidents and requests according to ITIL standards
•     Extensive use of a ticket system (Remedy, Heat, Web Help Desk, etc.)
•     Take guidance from IT Manager to ensure tasks are completed successfully and on schedule
•     Minimum 4 years supporting PC’ s and servers in an enterprise environment
•     Relative certifications:   A+, Network+, MCP, MCITP, HDi-SCA, CCA, CCNA, etc.

  Proficient in Microsoft Operating Systems and Applications (Windows, Windows Server, Office)
•     Exceptional analytical and logical troubling shooting skills for Computer and Network issues
•     Windows Server Administration (Active Directory, DNS, File, User provisioning, Printing)
•     Hardware and Software provisioning (Imaging, Machine setup/build, software installation, troubleshooting)
•     MS Exchange / Outlook support
•     Network Infrastructure Administration (Firewall, IP Addressing, Monitoring, Security, Switches, Wireless)
•     Storage and Disaster Recovery Knowledge
•     Experience using ticket tracking software
•     Professional in appearance and actions
•     Logical and Critical thinking skills
•     Customer-focused with excellent written, listening and verbal communication skills
•     Infatuation with learning new technologies and systems
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