IT Services Analyst II

The Support Services Analyst provides tier 2 technical support to end users and tier 1 on various issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. Support Services Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the appropriate team.

DUTIES and RESPONSIBILITIES:

• Provide technical assistance and support for incoming queries and issues related to computer systems,
  software, and hardware.
• Install, modify, and repair computer hardware, software, and peripherals.
• Diagnose and resolve technical hardware and software issues.
• Respond to queries either in person, over the phone, or electronically.
• Follow standard help desk procedures and log all help desk interactions.
• Identify and escalate situations requiring urgent attention to the correct resource.
• Document resolutions create end user documentation, and train individuals on processes and/or
  technology.
• Inform management of recurring or trending problems, with special focus on security, outages, or high-risk impact items.
• Follow up with customers to ensure issue has been resolved.
• Comply with all Sarbanes-Oxley regulations and management.
• Participates in special projects and performs additional duties as required.
• Provide after-hours support as needed and scheduled.

EDUCATION and EXPERIENCE:

• Associate’s degree in Computer Science or Business Information Systems or similar educational
  program Required
• Minimum of 2-3 years of hands-on experience working in an end-user desktop support role or computer
  operations environment required.
• A+ Certification Preferred

SKILLS:

• Advanced knowledge of Microsoft Windows10, 11 installation, troubleshooting, and support
• Advanced knowledge of Microsoft Office/O365 installation, troubleshooting, and support
• Excellent customer service focus including exceptional oral and written communication skills required.
• Detail orientation and passion for solving problems required.
• Experience with Help Desk management software required.
• Advanced Remote Support for handheld smartphones and tablets
• Active Directory Experience
• Advanced Printer / Peripheral device troubleshooting
• Experience Deploying images. SCCM knowledge preferred

PowerSecure is an Equal Opportunity/Affirmative Action employer and will consider all
qualified applicants for employment without regard to race, color, religion, gender,
sexual orientation, gender identity, national origin, age, protected veteran status, or
disability status. This position is not open to third party recruiters.