What are the responsibilities and job description for the IT Support Analyst II position at Infranet Technologies Group?

Job Description

Position Description

We are looking for an experienced and capable IT Support Analyst to join our team. You will be responsible for providing technical support and excellent customer service to Infranet’s customers. Infranet is a growing regional IT Managed Service and Technology Solutions Provider.

The successful applicant will have a sound technical background and customer service experience. Once you join our team, you will provide desktop support as well as Tier I support for servers, networking equipment, and telephony systems. As a first point of contact for new IT issues, you will have excellent problem-solving, customer service skills, and a strong sense of urgency so that issues are resolved in a timely manner to minimize downtime.

Major Duties and Responsibilities

Build and maintain positive, constructive relationships with clients through IT Support
Provide direct technical assistance to clients utilizing remote support tools or in-person
Configure, install, and maintain client specific hardware, network, and applications
Provide escalation support for Client Support Specialists
Assist with upgrades and integrations
Identify opportunities to enhance end-user experience
Document time, customer correspondence, root causes and resolutions
Assist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment
Engage external support vendors as needed
Provide customer feedback to the appropriate internal teams, including sales, accounting, and project management

Position Requirements

AS degree or equivalent work experience (Required)

2 years working experience in desktop support (Required)

CompTIA A , Network , Security , or Microsoft MTA (Preferred)

Required Knowledge, Skills, and Abilities

General IT hardware support (laptop, mobile device, printer, copier, projector, video conference)

Must possess strong organization and time management skills with a strong customer service mindset

Windows OS, Mac OS, Microsoft Office 365, mobile devices

Maintain a strong working knowledge of technical products and solutions

Networking fundamentals (LAN, WAN, WLAN)

Virtualization fundamentals (VMware, Hyper-V)

Customer-service oriented with a problem-solving attitude

Excellent written and verbal communications skills

Strong analytic and problem-solving abilities

High level of self-motivation and a willingness to take responsibility

Preferred Knowledge, Skills, and Abilities

Microsoft Azure (Servers and / or Services)

Storage platform and hardware (Dell EMC)

Telephony platform (Cisco UC)

Personal skills

Effective interpersonal and relationship-building skills (Required)

Demonstrated high degree of professionalism, responsibility, and dependability (Required)

Works well in a team-oriented, collaborative environment on complex projects (Required)

Ability to complete individual tasks independently (Required)

Ability to prioritize tasks (Required)

Excellent written and verbal communication skills, including presentation skills (Required)

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IT Support Analyst II

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