Tech Support Analyst II

What you'll do

• Manage and track incoming support requests through phone, chat, and customer-initiated incident channels.
• Troubleshoot and resolve technical issues for line-of-business applications, Microsoft technologies, VPNs, and hardware.
• Provide status updates and communicate escalation paths to end users for complex technical problems.
• Develop knowledge base articles and documentation to improve service delivery and automation.
• Support technology deployments and initiatives to improve employee adoption of new tools and services.
• Assist new hires with IT setup and onboarding activities to ensure a successful start.
• Identify opportunities to reduce service desk volume through continuous improvement initiatives.

What we're looking for

• 2+ years of technical support experience 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, Microsoft 365, corporate networks, and mobile device technologies.
• Working knowledge of Windows operating systems, PC hardware, networking concepts, and mobile technologies.
• Experience providing customer support and issue resolution in a professional environment.
• Strong communicator with excellent documentation, troubleshooting, and problem-solving skills.
• Experience troubleshooting desktop, laptop, printer, VPN, or mobile device issues (preferred).
• Previous experience providing technical support in a corporate or customer-focused environment (preferred).