Job Description

This position assists staff with technical support of desktop computers, applications and related technology. Activities include recognition, research, isolation, resolution, and follow-up for both hardware and software issues as well as performing general maintenance, troubleshooting, and repairs to computer systems and peripherals. The position’s responsibilities are performed with little supervision and require independent analyses, communication and problem solving.

Your Impact:

• Workstation configuration, deployment, and troubleshooting with Windows 11.
• Diagnose and resolve complex hardware issues.
• Installation of PBK approved applications, plugins, and toolsets.
• Monitor and resolve hardware and software issues through event logs and INC RMM toolset.
• Provide installation, troubleshooting, and guidance for PBK approved applications and software.
• Provide escalated support for all Level 1 escalations.
• Onboard new users and workstations, adhering to the established PBK onboarding policy.
• Offboard employees and workstations, adhering to established PBK offboarding policy.
• IT Analyst is required to complete a Service Desk ticket for all activity with thorough and complete documentation.

Here’s What You’ll Need:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent work experience.
• 2-3 years of experience in an IT support role.
• Provide second-level technical support for hardware, software, and network-related issues.
• Collaborate with Level 1 support analysts to escalate and resolve complex issues.
• Use remote support tools to troubleshoot and resolve technical issues.
• Perform root cause analysis and develop solutions to recurring issues.
• Document all employee interactions and support requests in the ticketing system.
• Communicate technical information to non-technical users in a clear and concise manner.
• Provide guidance and mentorship to Level 1 support analysts.
• Continuously update technical knowledge and skills to stay current with industry trends and advancements.
• Adhere to company policies, procedures, and best practices.
• Maintain cleanliness and organization in all IT spaces.
• Assist with the development and implementation of IT policies, procedures, and best practices.
• Escalate unresolved issues to Tier 3 support.
• Maintain a detailed, advanced working knowledge of PBK telephones, desktops, laptops, workstation peripherals, printers, network drives, PBK approved applications and plugins, and IT toolsets, including RMM and ticketing system.
• Have a working knowledge of Microsoft 365, specifically with Azure Active Directory, Endpoint Manager, Intune, and Autopilot.
• Complete documentation and ticketing thoroughly, completely, and accurately.
• Complete time entry and tickets in real-time.
• Address all open issues every business day, until resolved.
• Address escalations from Level 1 within the same business day.
• Complete a minimum of one certification per calendar year.
• Continued education and training is expected.
• Solid understanding of Windows operating systems and Microsoft Office Suite.
• Familiarity with architecture applications such as AutoCAD, Revit, SketchUp, Lumion, and Adobe products is a plus.
• Ability to troubleshoot hardware and software issues on laptops, desktops, printers, and other peripherals.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to prioritize and manage multiple tasks and responsibilities.
• Completion of CompTIA A+ Certification.
• Completion of Microsoft Exam MD102: Endpoint Administrator preferred.
• Completion of Microsoft 365 Certified: Fundamentals preferred.