Site Support Analyst II

This candidate will be part of a team responsible for providing onsite IT support services at client locations. Full-time technician with strong customer service skills, good tier II end user device support experience and a general knowledge of network/server platforms.

Primary Duties and Responsibilities

• Serve as the primary point of contact for an assigned site.
• Work directly with Site Administrative Assistants to support Local Leadership needs.
• Installing and configuring Dell Hardware & peripherals.
• Image, upgrade pc/MacBook hardware through MDT, SCCM and Symantec Ghost.
• Install programs/software with executables and SCCM software center.
• Performing data migrations using various tools such as OneDrive.
• Coordinate directly with end-user in setup of new device, shipping and return of old pc.
• Respond to post deployment application and hardware issues related to refresh.
• Experience with end-user virtual private network configuration (Pulse, AoVPN).
• Provide IT/AV conference support for onsite/offsite executive presentations, events, and meetings including wireless networking, telephony, projectors, speakers, clickers, and closed-network printer setups.
• Assist in employee On-boarding process, including equipment procurement & imaging.
• Utilize ticketing system to document service request and incidents.
• Escalate IT service and application operational issues to tier 3.
• MS Office 365 support knowledge, including Outlook Calendar and MS Teams support.
• Printer management including standard break/fix of hardware, software, and networking issues.
• Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure.
• Demonstrate ownership and manage executive incident resolution from end-to-end in a highly responsive manner.
• Strong task management skills: ability to prioritize, triage, resolve and escalate in an efficient and effective manner.
• Participate in weekly IT Site Support meeting.
• Participate in team projects that enhance the quality or efficiency of Service Desk delivery.
• Attend training and compliance sessions as required.

Qualifications

• Five or more years of experience in computer operations, or desktop support areas doing similar work as duties outlined above.
• CompTIA A+ Certification, MCSE, or other IT Certifications.
• Working knowledge of and experience with Windows10, Office365, Teams and SCCM.
• Experience with Inventory / Asset Tracking software.
• Ability to follow written IT policies and procedures.
• Strong communication and interpersonal skills.
• Strong organizational skills and a strong attention to detail.