On-Site Support, Analyst II - Chattanooga, TN

Purpose

The IT On-Site Support Analyst II is an intermediate analyst job function, and is responsible for managing the tickets, tasks and projects from his/her support zone. The analyst will focus on resolving incidents, fulfilling service requests, and providing end user training and consulting. Responsible for implementation work related to deployment of IT services and equipment. The analyst must use technical tools, such as the knowledge base, and an IT service management system (Ivanti) to improve the end user experience.

This position will be based onsite at our Chattanooga, TN facility.

Job Duties and Responsibilities

• Working follow guidelines and moderate guidance
• Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
• Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
• Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Experience with A/V conference room equipment and conference room troubleshooting.
• Following orientation from other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.
• Provide training to end-users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.

Basic Requirements

• Bachelor’s degree in computer science (equivalent), and two years of experience supporting internal desktop systems, application training and overall incident ownership and management. 3 years of experience required if no degree.
• CompTIA+ Certificate preferred.
• Working knowledge of Microsoft Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune), Windows OS, Apple iOS, administration and security, deployment and management, automation technologies.
• Experience with extensive hardware, network and software troubleshooting.
• Hands on experience on LAN/ WAN Networks; working and managing a switched network.
• Experience on how to make LAN cables, working with Wi-Fi / Access point configurations.
• In depth knowledge of MS Teams, and other video conferencing and projection solutions,
• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.
• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.
• A strong commitment to providing excellent customer service and a patient, friendly demeanor.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Efficiently manage and prioritize multiple support requests and tasks.
• Stay updated on the latest technological trends and adapt to new tools and technologies.
• Understand IT security best practices and the ability to enforce security policies.

Competencies

• Results oriented
• Good oral, written communication, and presentation skills
• Decisive, with little or no information
• Ability to lead through ambiguity
• Situational awareness
• Independent learner
• Excellent customer service focus
• Collaboration and good interpersonal skills