IT Support Analyst II

Job Description

Job Description

Position Description

We are looking for an experienced and capable IT Support Analyst to join our team. You will be responsible for providing technical support and excellent customer service to Infranet’s customers. Infranet is a growing regional IT Managed Service and Technology Solutions Provider.

The successful applicant will have a sound technical background and customer service experience. Once you join our team, you will provide desktop support as well as Tier I support for servers, networking equipment, and telephony systems. As a first point of contact for new IT issues, you will have excellent problem-solving, customer service skills, and a strong sense of urgency so that issues are resolved in a timely manner to minimize downtime.

Major Duties and Responsibilities

• Build and maintain positive, constructive relationships with clients through IT Support
• Provide direct technical assistance to clients utilizing remote support tools or in-person
• Configure, install, and maintain client specific hardware, network, and applications
• Provide escalation support for Client Support Specialists
• Assist with upgrades and integrations
• Identify opportunities to enhance end-user experience
• Document time, customer correspondence, root causes and resolutions
• Assist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment
• Engage external support vendors as needed
• Provide customer feedback to the appropriate internal teams, including sales, accounting, and project management

Position Requirements

• AS degree or equivalent work experience (Required)
• 2+ years working experience in desktop support (Required)
• CompTIA A+ , Network+, Security+, or Microsoft MTA (Preferred)

Required Knowledge, Skills, and Abilities

• General IT hardware support (laptop, mobile device, printer, copier, projector, video conference)
• Must possess strong organization and time management skills with a strong customer service mindset
• Windows OS, Mac OS, Microsoft Office 365, mobile devices
• Maintain a strong working knowledge of technical products and solutions
• Networking fundamentals (LAN, WAN, WLAN)
• Virtualization fundamentals (VMware, Hyper-V)
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Strong analytic and problem-solving abilities
• High level of self-motivation and a willingness to take responsibility

Preferred Knowledge, Skills, and Abilities

• Microsoft Azure (Servers and / or Services)
• Storage platform and hardware (Dell EMC)
• Telephony platform (Cisco UC)

Personal skills

• Effective interpersonal and relationship-building skills (Required)
• Demonstrated high degree of professionalism, responsibility, and dependability (Required)
• Works well in a team-oriented, collaborative environment on complex projects (Required)
• Ability to complete individual tasks independently (Required)
• Ability to prioritize tasks (Required)
• Excellent written and verbal communication skills, including presentation skills (Required)