IT Support Analyst II

Position Summary:

This is a Temporary Position

Provide front-line technical support to end-users by troubleshooting and resolving issues related to computer hardware, software, network connectivity, and peripherals, ensuring smooth operation of IT systems within a company, while also analyzing user needs and escalating complex problems to higher-level support when necessary.

Essential Job Duties and Responsibilities: (Additional duties may be assigned)

* Provide support for both onsite and remote employees

* Answer inbound telephone calls

* Log new support requests in our helpdesk system

* Assist with new hire onboarding

* Document, troubleshoot, triage, dispatch, and escalate support requests.

* Assisting end-users with questions regarding system access, password resets, application usage, and basic troubleshooting

* Plan and schedule appointments and events

* Communicate project status updates

* Provide training on new software applications or system updates

* Setup user accounts across systems

* Provision/purchase new equipment

* New computer setup

* Asset management - Maintaining detailed records of issues, solutions, and user interactions for future reference

Supervisory Responsibilities:

This position does not have any supervisory responsibilities.

Education and Experience:

* Previous experience in office administration or equivalent experience

* Previous experience with internal customer service and helpdesk preferred.

* Previous experience with ticketing systems.

Special Requirements:

* Experience providing high quality customer desktop support for desktop applications and devices such as printers, scanners, mobile devices; this includes fast response rates and accurate and thorough resolutions to desktop issues.

* Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets)

Location: Aurora, NY

Knowledge, Skills, and Abilities:

* Computer proficiency including strong knowledge of common software applications such as Microsoft 365 Products, Apps and Services.

* Ability to clearly and concisely communicate verbally and in writing.

* Strong organizational skills including the ability to manage multiple projects and details simultaneously.

Equipment Used:

Computer, printer, telephone, scanner and photocopier.

Computer Software Microsoft 365 Products, Apps and Services Microsoft 365 Products, Apps and Services.

Physical and Mental Requirements:

* Ability to sit, stand, walk, talk, hear, reach, push, pull, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists.

* Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

* Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading.

Wage: $29.00/hour

Environmental Conditions:

Work is performed in a typical office environment where there is no substantial exposure to adverse environmental conditions.

MacKenzie-Childs is an EEO Employer