IT Systems Support Analyst

at  Dilling Group

IT SYSTEMS SUPPORT ANALYST – TIER 2

This position will provide front-line technical support to end users under the direction of the IT Director. You will assist with various technical questions, issues, and problems relating to hardware, software, services, and peripherals. You will be responsible for responding to, documenting, and resolving service tickets in a timely manner. The IT Systems Support Analyst must have excellent troubleshooting, communication, research, and problem-solving skills to diagnose, evaluate, and resolve complex problem situations or, when appropriate, escalate them to appropriate IT staff members.
The Systems Support Analyst will also perform root cause analysis, develop, and follow checklists for typical problems, and recommend procedures and controls for problem prevention. This position will support multiple platforms, including desktops, laptops, peripherals, networking equipment, mobile devices, and miscellaneous IT equipment. This position may require independent work, sharing information, and collaboration with various business departments.

REQUIREMENTS:

• Experience
• One to five years of successful experience working in an end-user-facing role in a troubleshooting capacity.
• Experience supporting remote users distributed over several locations (preferred)
• Education: Associate degree in computer-related discipline; bachelor’s degree preferred. Technical certifications and relevant experience also considered.
• Desktop technology: Windows 11, Windows 10, Microsoft Office 365, Autodesk, Procore, Bluebeam, web conferencing, MFPs/printers
• Mobile technology: iPhones, iPads, MDM device management, 4G/5G modems.
• Network technology: Basic TCP/IP networking skills (DHCP, DNS, VPNs, etc…), Unifi, Meraki, VOIP phone systems.
• Server technology: Windows Server, SQL Server
• Ability to
• Support a variety of users with divergent needs and technical skill levels.
• Work independently and as part of a project team.
• Work collaboratively to make necessary decisions and respond to emergencies effectively.
• Communicate technical and complex information in verbal and written form.
• Identify trends and suggest technical modifications to resolve existing and future problems.

• Log, process, prioritize, and resolve help desk issues.
• Diagnose, troubleshoot, research, and solve hardware, software, and telecommunication issues.
• Provide exceptional customer service in person, via phone, and email.
• Provide technical assistance for the delivery, configuration, set-up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Train end users and write instructions/documentation as necessary.
• New user onboarding and terminated user offboarding.
• Repairing/replacing damaged and outdated hardware and mobile devices.
• Installing software updates and patches.
• Coordinate with vendors as needed to assist with support activities.
• Escalate issues to other IT team members when necessary.
• Mobile device management using MDM tools.
• Occasional travel to remote offices
• Follow up with users to ensure full resolution of issues.