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Job Summary:
The IT Support Analyst II is responsible for providing excellent customer service to end-users by delivering practical solutions to a wide-range of applications/technology problems and issues, and training of technology. The IT support Analyst II is a first level of support for customers within the organization. The IT Support Analyst II must be a skilled communicator with the ability to gather customer information, break down low to medium complex problems, and identify solutions to quickly resolve reported issues. The IT Support Analyst II is expected to ensure all reported problems are recorded into the IT Service Management System (ServiceNow) and ensure compliance Service Level Agreements (SLAs) based on the severity of reported issues.
Physcial Requirements: Stand or Sit(Stationary position), Walk(Move, Traverse), Use hand/fingers to handle or feel (Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position), Stoop, kneel, crouch, or Crawl(Position self(to), Move), Talk/hear(Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information), See (Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess), Pushing or Pulling, Reaching, Repetitive Motion Function in the Job: Sedentary Work- Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Job Function:

Technical Support - Provides technical support via telephone, email or online to end users on a variety of application and technical issues.

• Gather the customer’s information and determines the customer’s issue by analyzing the symptoms and figuring out the underlying problem
• Determine severity of problem and ensures response time is minimal through triage process
• Provide practical solutions to a wide-range of applications/technology problems/issues Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
• Identify, troubleshoot, research and resolve basic technical problems
• Uses Knowledge Base to identify problems and possible solutions

Knowledge Management - Ability to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems.

• Document and disseminate identification and resolution of problems to avoid future redundant work efforts
• Contribute to the Knowledge Base and communicates across the team

Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.

• Provide service to internal and external customers to satisfy their needs and expectations
• Listens to concerns and resolves reported issues effectively and promptly
• Committed to continuous improvement
• Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
• Anticipate customer’s needs and moves to effectively address issues
• Establish relationships with customers providing education/training as appropriate
• Delivers high quality solutions that meet the organization’s needs

Required Skills:

• Bachelor’s Degree or equivalent work experience in a related field required
• IT certifications or equivalent work experience preferred
• 3+ years’ experience supporting desktop and application technologies required such as desktops/laptops, printers, and handheld scanners along with a strong working knowledge of the Windows OS and desktop productivity tools such as MS Office.

• 2+ years’ experience supporting the following applications and technologies preferred:

• • Virtualization Technologies
• Active Directory
• Networking Protocols (e.g., TCP/IP, DNS, DHCP)
• VPN Applications
• Microsoft Products and Applications (e.g., Windows OS, Office Suite, Teams)
• Web Browser Support (e.g., Chrome, Edge)
• IT Service Management Systems (e.g., ServiceNow)
• Operating Systems (Windows, MacOS, Linux)
• Mobile Device Management (MDM) solutions
• File Sharing Platforms (e.g., OneDrive, SharePoint)
• Remote Desktop Protocols and Tools
• Email Systems and Protocols (e.g., Microsoft Exchange, Outlook, IMAP/SMTP)
• Endpoint Security Solutions
• Printer and Peripheral Support
• Collaboration Tools
• Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
• Must be self-motivated and able to work independently, with minimal supervision and as part of a team
• Detail oriented with excellent interpersonal communication skills
• Excellent customer service skills

Please refer the Job description for details