Technical Support Analyst II - IT Department

Overview

The Technical Support Analyst II analyzes, troubleshoots, documents, repairs computer systems, hardware, and computer peripherals. This will consist of base understanding and troubleshooting of network concepts, windows desktop OS, audio / video, and administration of Microsoft cloud ecosystem. The Technical Support Analyst II has demonstrated technical expertise, a record of successful projects, satisfied clients, understanding and articulating customer needs, resourcefulness, accountability, and a history of taking initiative. This position reports to the Senior Infrastructure Manager, Information Technology.

ESSENTIAL FUNCTIONS

• Provide professional PC support to the Sisters and their business staff.
• Manage requests and incident tickets per service level agreement standards.
• Provide full support for computers, applications, low voltage cabling, networking installs, IT peripherals, and printers.
• Support miscellaneous mobile devices on iOS and Android.
• Maintain audiovisual equipment for conference rooms and perform routine maintenance.
• Perform problem resolution and maintain defined IT standards.
• Interact with customers using a high degree of patience and problem management techniques to solve problems.
• Research, resolve, and respond to customer needs received via phone call, email, user walk-up, and through the ticket systems.
• Escalate problems to appropriate individuals based on established guidelines and procedures.
• Connect networkable devices to wired and wireless networks and troubleshoot basic networking problems.
• Assist with budgetary requirements based on campus needs.
• Contact and coordinate with various vendors for support and escalations.
• Document processes and procedures and create basic user instructions and training materials.
• Other duties as assigned by Administrator of Provincial location.

OTHER ACCOUNTABILITIES

PHYSICAL DEMANDS AND WORK ENVIRONMENT

EDUCATION AND EXPERIENCE

The position requires at least a high school diploma or GED. A Microsoft Certification, ITIL, CITO, CISA, or equivalent experience required. The candidate must have a minimum of three years of experience in the Support IT field. An Associate Degree or higher in computer / information sciences, Management Information System or related fields is .

KNOWLEDGE, SKILLS AND ABILITIES

Composure and confidence in an executive customer support role.

Daughters of Charity Ministries, Inc. may obtain "consumer reports" about you from a consumer reporting agency for employment purposes. A "consumer" report is a background screening report that may contain information regarding your criminal history, offender registry status, credit history, employment history, education verification, driving history, professional licenses, and other information about you. It may bear upon your character, general reputation, personal characteristics, and / or mode of living.

J-18808-Ljbffr