Field Support Analyst II

Job description

Under the direction of the Supervisor, IT Operations, the Field Support Analyst II is responsible for assisting with all end-user requests, including hardware and software support and installations, moves/adds/changes, and problem resolution. Focuses on customer service and communications as it is a significant attribute of the role. ESSENTIAL DUTIES AND RESPONSIBILITIES: 1. Provides level 1 and level 2 24/7 enterprise support, including ticket management for requests and incidents across a broad range of hardware and software. 2. Participates in the leadership activities of end-user services in the areas of process improvement, training, and task delegation. 3. Acts as an escalation point for the Field Support Analyst I support teams and troubleshoots more complex issues 4. Leads and participates in IT projects under the direction of operational leads and Information Technology (IT) leadership. 5. Participates in asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities. 6. Provides advanced troubleshooting on critical issues to maintain system availability within expected performance metrics. 7. Serves as...