Purpose of Position:

The Technical Support Analyst II delivers high level support to end users by handling service requests that have been escalated by Tier 1 support.  This hands-on support encompasses the installation, maintenance, and monitoring of the company’s computer system and infrastructure. This resource will analyze issues and evaluate existing systems, and make proactive recommendations for improvements.  

Essential Duties and Responsibilities:

Provides day-to-day user support for the company’s overall technology infrastructure.  This includes local and wide area networks, telephone systems, personal computer hardware, operating systems - both Windows 7/10 and Mac, software and related peripherals such as monitors and printers (75%)

• Provides hands-on support for the operations, delivery and maintenance of desktop hardware, software, connectivity as well as supports the IT infrastructure at all business locations.
• Provides Tier 1.5 and Tier 2 support to all company locations and personnel.
• Assists with the delivery of technology requirements for office remodels and relocations.
• Provide administrative and maintenance support of the VoIP systems.
• Assists with moves, adds, and changes of CPUs, Monitors, Printers, and all desktop devices to ensure quick response/repair time and full user satisfaction.
•  Provides 7/24 after-hours technical support when assigned as Technician-on-Duty.
  Responsible with maintaining accurate work order processes and procedures, support work plans, and delivery activities. (25%)
• Supports the administration of all Help Desk activities. 
• Compiles and maintains all written documentation and procedures for Tier 1.5 & Tier 2 support procedures.
• Assist in documenting and communicating accurate hardware and software inventory information.
• Communicates hardware, software, wiring, cable management, phone lines, and circuit issues to Lead or Management.
• Administrator for JIRA help desk ticketing system, Confluence, and Lobby Central applications.

Supervisory Responsibilities:

None

Job Requirements:

• Bachelor’s degree in Computer Science, or High School Diploma with Help Desk/Information Technology Infrastructure Certifications, or equivalent combination of knowledge and experience. 
• Microsoft and/or server certifications a plus.
• The ideal candidate has 3-5 years’ experience administering computer system infrastructure.
• Excellent knowledge of computer systems and network infrastructures.
• Ability to apply and communicate technical solutions to others in non-technical terms.
• Must possess the ability to listen to customer’s description of problem and translate into solutions that will solve the problem. 
• Ability to work under pressure to meet deadlines.
• Good organizational, customer service, and communication skills.
• Willingness and ability to be flexible with a work schedule that changes as need arises.
• Working knowledge of Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
• Motor vehicle record (Criminal Background) and that complies with AAA underwriting standards and a valid Colorado driver’s license.

Job Conditions and Physical Demands:

Job includes extensive internal customer contact and considerable telephone/computer usage.  Repetitive motions of the hands and wrists.  50% sitting, 50% walking, kneeling, bending.  Ability to lift, push and pull up to 50 lbs.  Job involves extensive phone and computer work and requires ability to hear and speak.  Must have strong English reading, writing, and speaking skills.

Work shift is typically 8:30am – 5:30pm Monday – Friday, which may vary due to the business need.  Position is required to work on-call after hours shifts regularly on a rotational basis.