IT Support Analyst II - Tempe
2 weeks ago
Job summary
Support the IT Operations of the company by responding to incoming support requests: answer evaluate and prioritize incoming requests for assistance from users experiencing problems with desktop operating systems and a broad range of desktop applications mobile devices networking and hardware ensure all problem calls are resolved and closed in a timely manner including follow up with users to ensure issue resolution identify diagnose and resolve all customer issues by using documented troubleshooting items such as a knowledge base previously reported issues colleague experience or connecting the customer to an escalated level of support to properly resolve their issue employee onboarding manage new hire setups including ordering configuration of equipment for employee and company standards resolve technical problems with Local Area Networks LAN Wide Area Networks WAN other systems assist internal customers with troubleshooting support regarding network other technology systems assist in setup operation of mobile technologies cloud collaboration software video conference solutionsutilize tools processes training communication team collaboration log track Help Desk tickets using problem management database maintain history records related problems regularly strive equip employees contractors affiliated users perfect tools jobs assist administrative department setup maintenance video conferencing rooms remotely troubleshoot confirm network connectivity issues may occasionally opportunities travel onsite assist users new functions capability standard provided software email collaboration communication software handle tickets escalated vendors timely retain ownership assigned tickets update ticket logs daily needed create manage user accounts properly terminating end-users accounts per company termination process create manage device endpoint imaging staging new hire computers hardware provide second-level support escalated issues work teams need train mentor staff work improving overall functionality IT-related systems partner research development teams vendors service providers custom solutions proactively research locate necessary tools processes identify troublesome trends develop maintain documentation user-facing internal processes plan execute small projects assigned could include projects involving multiple-user departments assist Level-1 analysts escalation technical questions training resolves Level-1-and-Level-2-related issues escalates unable solve appropriate-support groups solution have thorough knowledge common information technologies procedures support continued education required enable subject-matter expertise within assigned systems work Dutch-Bros community promote excellent customer service respond times provide technical-subject-matter-expertise area responsibility
Job description
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