It Support Analyst Ii

IT Support Analyst II

Direct Hire

Office Status: Hybrid

Location: Houston, Texas

Official JD:

The IT Support Analyst II role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Duties/Responsibilities:

· Responding to queries on the phone, via email, in person, or through remote access.

· Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Pass on any feedback or suggestions by customers to the appropriate internal team

· Follow-up and update customer status and information

· Manage Help Desk tickets in a timely manner

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs

· Training computer users.

· Training other staff on troubleshooting and diagnosing problems.

· Gaining feedback from customers to improve training methods.

· Writing and editing training manuals.

· Running reports and analyzing common complaints and problems.

· Identify and suggest possible improvements on procedures

· Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.

· Works with business units to develop product and process/workflow improvements.

· Other duties as assigned.

Required Skills/Abilities:

· Ability to maintain professionalism and a strong customer-focused demeanor with demanding clientele.

· Excellent time management skills, detail-orientation and ability to multi-task and prioritize work.

· Strong decision-making and problem-solving skills, along with advanced conflict resolution skills.

· Effective communication and interpersonal skills and proficient in English. Must be able to articulate needs and convey information verbally and in writing effectively with employees, customers, supervisors, and co-workers throughout the organization.

· Knowledge of management methods and sound employee relations techniques with an ability to connect to staff, troubleshoot problems and help teams collaborate, as necessary.

· Able to work in an equitable, inclusive, and diverse environment. Camillo Properties is committed to enhancing equity, inclusion, and diversity, including hiring talent from all backgrounds.

· Attends training sessions and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant and new technologies

· Provides analysis and problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems

· Demonstrated proficiency in Microsoft Azure Cloud, Cisco Meraki, MDM, and VDI

· Proven experience or familiarity with audio-visual systems and multimedia technologies-preferred

Education and Experience:

· B.S or B.A in Information Technology, Computer Sciences, or relevant field

· 2-5 years of experience in an IT Support Analyst role or relevant experience working in an end-user, customer facing role in a trouble-shooting capacity

· Microsoft Cloud certifications