The Tech Support Analyst II is responsible for applying technical expertise to the day-to-day administration, implementation, and support of information technology resources. They respond to telephone calls, email and personnel requests for technical support. They are an escalation point for more complex problems. They provide guidance and direction to end users on appropriate application of technology to achieve business goals. They identify, research, and resolve complex or advanced technical problems. They document, track, and monitor problems to ensure a timely resolution. They set up, configure, and support company related technology assets. They assist with maintaining systems, applications, security, and network configurations. They assist with implementation of disaster recovery plans. They recommend upgrades, patches, new applications and equipment. This position provides ad hoc reports and updates to management.

Duties and Responsibilities:

• Provide Tier 2 Helpdesk (Escalation) problem identification, diagnosis, and resolution of problems
• Provide advanced support for implementation, troubleshooting and maintenance of IT systems
• Manage the daily activities of configuration and operation of IT systems
• Provide support for hardware problems and remains involved in the resolution process
• Configure and manage Windows operating systems and installs/loads operating system software.
• Troubleshoots basic network components.
• Leads efforts to implementing operating system and application patches.
• Provide support to IT systems including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Provide detailed analysis and feedback to management and internal customers for escalated tickets
• Assist in determining hardware, software needs and upgrades.
• Optimize system operations and resources utilization, and performs system capacity analysis and planning
• Develop and maintain system documentation and logs

Education and Experience:

• High school diploma or equivalent
• Bachelor's degree or equivalent experience in a technically relevant field desired
• 2 years of help desk support experience
• Technical Certifications preferred.

Qualifications, Skills, Abilities and Competencies:

• Ability to provide an advanced level of technical customer service to a wide variety of customers
• Knowledge of help desk operations and technology support.
• Advanced knowledge of Windows based operating systems.
• Ability to prioritize, organize and handle multiple tasks efficiently.
• Ability to properly document and maintain logs and procedures in manuals, listings, diagrams, and other hard- or soft-copy written and graphic materials that describe the use, operation, maintenance, or design of software or hardware.
• A high degree of self-motivation and self-management.
• Ability to produce quality work in a fast-paced environment while tolerating interruptions and deadlines.
• Advanced knowledge of MS Office productivity suites
• Ability to verbally communicate with a wide range of individuals with different knowledge levels.
• Must be able to explain complex information in a way that fosters understanding both in groups and with individuals.
• Ability to investigate and analyze complex problems, including the use of data and technology to determine the best outcome.
• Ability to contribute to building a strong and positive team spirit as well as align with GSP values.