User Support Analyst 2

Job description

Summary: This role is responsible for providing support related to computer hardware, software, and systems. Requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution. In addition, this role will be expected to help create new processes and procedures as business needs change. Qualifications: - Respond to assigned help desk tickets and provide solutions for reported customer problems - when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff. - Document the details related to a problem and resolution in the IT Request System. - Liaise team projects, complete tasks, and ensure they are completed on time and to specifications. - Facilitate the configuration and deployment of computer refresh at local site. - Other duties as assigned. - Bachelor’s Degree in related field. May consider equivalent work experience in lieu of degree. - 4+ years IT experience. - Experience with software deployment solutions, mobile/device/user management, VoIP phone systems, active directory, as well as folder access and permissioning. - Knowledge and expertise in business processes, s...