Lower

IT Support Analyst II

Lower

full-time

Posted on:

Origin:  • 🇺🇸 United States • Ohio

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Job Level

Junior

About the role

  • IT Support Analyst II provides advanced technical support, troubleshooting, and customer service for end users.
  • This role is responsible for diagnosing complex IT issues, assisting with IT training, and supporting IT infrastructure.
  • IT Support Analyst II collaborates with vendors and escalates unresolved issues to higher-tier support teams when needed.
  • What you’ll do: Serve as the first or second point of contact for users experiencing technical issues.
  • Diagnose, research, and resolve advanced hardware, software, and network-related problems.
  • Assist with managing and maintaining IT assets, including computers, peripherals, and mobile devices.
  • Provide technical guidance to Tier 1 analysts and assist in training new team members.
  • Escalate unresolved technical issues to Tier 3 (IT Engineer) support when necessary.
  • Work with vendors and internal stakeholders to develop and maintain IT training content.
  • Assist with the onboarding and offboarding process, including provisioning and deprovisioning user accounts.
  • Maintain and update IT documentation, knowledge base articles, and troubleshooting guides.
  • Identify recurring IT issues and recommend solutions to improve system efficiency.
  • Maintain a high level of customer service while working in a fast-paced IT environment.
  • Perform other duties as assigned.

Requirements

  • Minimum 6 months of helpdesk or IT support experience required.
  • Strong customer support skills and ability to communicate technical concepts clearly.
  • Experience troubleshooting Windows OS, Microsoft 365 applications, and network connectivity issues.
  • Strong problem-solving ability and attention to detail.
  • Ability to multitask and prioritize issues effectively.
  • Knowledge of IT security best practices, including user account management and endpoint protection.
  • High level of professionalism and ability to maintain confidentiality.
  • Able to lift at least 50 pounds for IT hardware deployment.