Technical Support Analyst 2

• The Technical Support Specialist is responsible for the installation, configuration, and maintenance of IT equipment, as well as providing responsive troubleshooting and support for ongoing hardware, software, and network issues. 
• This role serves as the primary point of contact for end-user technical assistance, ensuring systems remain operational and staff can work with minimal disruption. 

Key Responsibilities  

Equipment Installation & Setup 

• Install, configure, and deploy desktops, laptops, monitors, printers, and peripheral devices. 
• Set up and configure operating systems, software applications, and user accounts for new and existing staff. 
• Assist with the physical installation of networking equipment (routers, switches, access points) and cabling. 
• Image and prepare devices according to organizational standards and security policies.  

Ongoing Technical Support 

• Respond to help desk tickets, phone calls, and in-person requests in a timely and professional manner. 
• Diagnose and resolve hardware, software, network connectivity, and peripheral issues. 
• Provide first- and second-level support, escalating complex problems to senior IT staff or vendors when necessary. 
• Support common business applications, email systems, and productivity software. 

Skills Required:

• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies. Required 4 Years
• Familiarity with device imaging, deployment tools, and system security best practices. Required 4 Years
• Knowledge of help desk ticketing systems and IT service management workflows. Required 4 Years
• Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues. Required 4 Years
• Strong communication skills, with the ability to explain technical information in a user-friendly manner. Required 4 Years
• Excellent organizational and time-management skills to handle multiple requests and priorities. Required 4 Years
• Skilled in customer service and maintaining a professional, supportive demeanor with end users. Required 4 Years
• Ability to work independently as well as collaboratively within a team. Required 4 Years
• Ability to adapt to changing technology, tools, and organizational needs Highly desired 4 Years
• Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required. Required 4 Years
• Ability to maintain confidentiality and follow security protocols when handling sensitive information. Required 4 Years
• Experience with Helpspot as a ticketing system. Nice to have 2 Years