IT Support Analyst II

Job description

The IT Support Analyst II helps end-users resolve issues with computer hardware or software. This position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications. Responsibilities and Duties: Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively. Provide first level troubleshooting and support for incidents related to computer systems, servers, software, point of sale hardware, store operations, telephony, LAN (Local Area Network) & WAN (Wide Area Network) Produce, update, and provide best practice support on documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses. Provide initial fault isolation and support in proposing resolution for approval by more senior colleagues to limit and address issues promptly. Use the knowledge management system to access specific information participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption Work according...