Reporting to the local Service Delivery Manager, IT L2 Support Analyst responds to and diagnoses problems through discussion with users; includes problem recognition, research, isolation, and resolution steps; typically resolves basic problems while referring more complex problems to intermediate and senior level; responsible for the planning of capacity and updating of hardware for interactive systems, network systems, and operational systems for various environments; interacts with other areas of the company to solve less complex problems, to standardize and to improve the efficiency of operational, interactive and network systems.

Essential Functions:

• Perform on-site analysis, diagnosis, and resolution of desktop problems for end users, and recommend and implement corrective solutions, including on-site and remote users as needed
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels
• Receive and respond to incoming calls, email messages and or help desk tickets regarding desktop problems
• Performing routine inspections and upkeep of existing installations
• Configure and troubleshoot mobile devices, iPads, and iPhones
• Escalating complex problems to the appropriate support teams
• Prepare reference material and user guides
• Ability to lift and carry 50 lbs. of computer equipment
• Liaise with company's technology vendors for prompt rectification of any problems or emergencies
• Coordinate with other IT infrastructure and application groups to provide 'boots on the ground' support to resolve incidents

Qualifications:

• Bachelor's degree in computer science or related field with 5+ years of experience in a similar role
• 2 - 5 years of experience in an end-user desktop support role
• Experience with Microsoft Active Directory, Microsoft Desktop Operating Systems, Microsoft Office products including Teams, Adobe, TeamViewer, and other related desktop software
• Experience with Copier / Printer / Peripheral device installation and troubleshooting.
• Experience with Audio / Video and conferencing solutions
• Exceptional customer service and communications skills
• CompTIA A+ certification