PURPOSE OF POSITION:

Individuals in the Customer Support Analyst II role are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. On an ongoing basis, they work to improve customer support processes and practices.

Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals need to ensure that client needs are addressed and resolved in accordance with service level agreements.

KEY RESPONSIBILITIES:

Service Desk:

First point of contact and day-to-day technical support to end users. Responds to Level 2 support and works with vendors on Level 3 support.

Technical Support:

Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

Engages the hardware vendors on issues to remedy issues or escalates for support.

Diagnoses and resolves client workstation and mobile device hardware and software issues.

Creates temporary solutions until permanent solutions can be implemented.

Conference Support:

Ensures that all technical resources are available for meetings that include video conferencing.

Work together with other departments on coordinating support for conferences either in-house or in remote locations.

Inventory Management:

Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

KNOWLEDGE, SKILLS & ABILITIES:

Degree in Computer Science, Information Systems, Engineering.

Or IT Industry Certifications (Microsoft, Cisco, Linux, Networking etc).

Or Equivalent work experience in IT Customer Support positions.

2 to 4 years of experience on relevant technical environment/role.

Work Environment/Travel:
The position requires ability and willingness to travel domestically and internationally up to 10% of the time.

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