Job Description: IT Support Analyst II

Position Overview: We are currently seeking a skilled and motivated IT Support Analyst II to join our team based in Phoenix, AZ. Reporting directly to the Service Desk Supervisor, the IT Support Analyst II will play a crucial role in providing technical support for desktop and application technologies. The successful candidate will possess a strong background in IT support, a keen attention to detail, excellent communication skills, and a commitment to delivering outstanding customer service.

Key Responsibilities:

• Provide second-level technical support for desktop and application technologies, resolving issues efficiently and effectively.
• Collaborate with the Service Desk Supervisor and cross-functional teams to ensure timely resolution of complex technical problems.
• Assist end-users with inquiries, troubleshooting, and problem-solving related to IT systems, applications, and hardware.
• Stay up-to-date with industry trends and advancements to provide proactive solutions and recommendations.
• Support Trend Micro Antivirus, Citrix, Active Directory, TCPIP, DNS, DHCP, WINS, VPN client configuration, Microsoft Exchange/Outlook, Microsoft Excel, Internet Explorer, Chrome, HTML, Win install, internet/intranet support issues, Help Desk Incident Management Software, and SQL or Microsoft Access database.
• Utilize remote control tools, preferably Bomgar, to assist users in troubleshooting and issue resolution.
• Demonstrate a strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office.
• Communicate effectively with customers, vendors, peers, business stakeholders, and management through verbal and written communication.
• Maintain accurate documentation of incidents, solutions, and processes.
• Work both independently and collaboratively within a team, showcasing self-motivation and the ability to manage tasks with minimal supervision.
• Deliver exceptional customer service experiences, reflecting professionalism and patience in all interactions.
• Provide mentorship and guidance to junior support staff, fostering skill development and knowledge sharing.

Qualifications:

• Bachelor’s Degree in a related field or equivalent work experience is required.
• IT certifications or equivalent work experience are preferred.
• A minimum of 3 years of experience in supporting desktop and application technologies, including Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers, and handheld scanners.
• 2+ years of experience in supporting Trend Micro Antivirus, Citrix, Active Directory, TCPIP, DNS, DHCP, WINS, VPN client configuration, Microsoft Exchange/Outlook, Microsoft Excel, Internet Explorer, Chrome, HTML, Win install, internet/intranet support issues, Help Desk Incident Management Software, and SQL or Microsoft Access database is preferred.
• Proficiency in remote control tools, preferably Bomgar.
• Strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office.
• Exceptional communication skills, both verbal and written, with the ability to effectively interact with diverse stakeholders.
• Self-motivated and capable of working independently as well as collaboratively within a team environment.
• Detail-oriented mindset with excellent interpersonal communication and customer service skills.

If you are a dedicated IT professional who thrives in a dynamic environment and possesses a passion for problem-solving, we encourage you to apply for the IT Support Analyst II position. Join our team and contribute to our mission of delivering top-tier technical support to enhance user experiences across our organization.