Job Description

Provides advanced technical and customer service support to local and remote staff. Responsibilities include responding to Level I technical and desktop support for incidents and requests, performing advanced troubleshooting procedures, and solving complex technical problems on computer hardware, software, components, and network connectivity. This includes, but is not limited to, desktop PCs, laptops, telephones, printers, audio/visual (AV) equipment, MS 365 products, and various proprietary applications.

The Technical Support Analyst (TSA) II will utilize remote access to client PCs to support advanced solutions, maintain and administer Active Directory network accounts, and process/manage customer information using ServiceNow. A vital function of the Analyst will be maintaining high customer satisfaction by interacting with users via ServiceNow Self-Service, chat, telephone, and email. Additionally, the role involves mentoring Level I analysts, handling escalated issues, and contributing to the development of support documentation and training materials.

Primary Accountabilities:

Administration & Support

• Ability to perform all TSA I activities along with the following:
• Maintain high customer service for all support queries and adhere to service management principles by retaining ownership of user issues, updating end-user tickets with comprehensive notes, and communicating progress in a timely manner.
• Possess deeper technical knowledge to resolve more complex issues. This includes diagnosing and resolving intricate hardware problems, addressing software conflicts and compatibility issues, and escalating long-lasting hardware failures to vendors when necessary. They analyze system logs, perform diagnostics, and implement advanced solutions to verify resolution.
• Administration of user accounts, permissions, and roles in Active Directory or similar systems. They perform tasks such as creating and modifying MS365 Teams, setting up new workstations, repurposing hardware, and managing mobile assets. They document all administrative actions and ensure systems are updated and secure.
• Use scripting languages like PowerShell or Python to automate repetitive tasks and improve efficiency. They write, test, and deploy scripts in production environments and troubleshoot any issues that arise during the process.
• Provide in-depth support for specific applications used within the organization, such as Adobe, ScreenMeet, AutoCAD, and Microsoft Applications. They configure and customize applications to meet user needs, diagnose and resolve common installation errors, and review installation logs to troubleshoot issues.
• TSA II should be familiar with network configurations, workstation logs, security awareness, and act as a vendor liaison, handling vendor technical support requests when problems cannot be resolved.
• Be an advanced trainer and mentor.
• Receive and manage internal escalations.
• Other duties as assigned or required.

Service Development

• Efficient handling and prioritization of support tickets. Use ITSM principles and ServiceNow to manage tickets, communications, and maintain and track changes to the Knowledge Database.
• Identify and manage recurring issues through root cause analysis and trend analysis. Conduct thorough investigations to determine the underlying causes of problems and implement solutions to prevent recurrence. Document and communicate the problems and resolutions effectively.
• Knowledge Base Contribution: Adding new solutions and updating existing articles in the knowledge base. Searching and applying solutions. Reporting knowledge gaps. Reviewing expired articles.
• Standard Operating Procedures: Documenting standard procedures for common tasks and issues and ensuring SOPs are easily accessible to all team members.
• Feedback and Improvement: Gathering feedback from users and team members. Collecting Feedback: On the usefulness of knowledge base articles. Continuous Improvement: Improving documentation based on feedback and new insights.
• Anticipate customers' and teammates’ needs and proactively identify solutions.
• Create and maintain knowledge of emerging technology.
• Consider, propose, and collaborate on ideas around continuously improving service delivery.

Communication & Collaboration

• Communicate effectively, verbally and in writing, with people at all levels of the organization
• Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
• Establish and maintain effective relationships with staff members, customers, franchisees, and vendors.
• Work in a team environment, making positive contributions to the organization.

The US national hourly range for this position is $32.23- $38.67. This role is elgible for overtime. The range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.