Tech Support Analyst II

What you'll do

• Manage and track incoming support requests through phone, chat, and incident management channels.
• Troubleshoot issues related to line-of-business applications, Microsoft Office products, and Office 365.
• Resolve technical problems involving VPN connectivity, mobile devices, laptops, desktops, and printers.
• Provide users with status updates and resolution progress regarding their reported technical issues.
• Create and maintain knowledge base documentation to improve self-service capabilities and support automation.
• Support technology rollouts, user adoption efforts, and new hire onboarding activities.
• Identify opportunities to improve support processes and reduce overall service desk ticket volume.

What we're looking for

• At least 2 years of technical support or related experience.
• Associate’s degree, certificate, or boot camp completion in Computer Science or a related field.
• Experience supporting Microsoft Active Directory, Microsoft Office, Office 365, corporate network environments, and mobile device technologies.
• Working knowledge of Windows operating systems, PC hardware, networking principles, and mobile technologies.
• Strong communicator with excellent documentation, troubleshooting, and problem-solving skills (preferred).
• Previous experience providing technical support in a corporate or customer-focused environment (preferred).
• Experience troubleshooting desktop, laptop, printer, VPN, or mobile device issues (preferred).