Computer Support Analyst II

Netrix Global; Reading (Berks County); On-site; USD 55,000 - 75,000; Full time

Job summary

Netrix Global is seeking a Computer Support Analyst II to deliver timely technical support to internal and client employees in Reading, PA. The role involves handling hardware/software issues, problem resolution, and user training at client sites and remotely.

The position emphasizes ITIL-aligned incident/change handling, strong Windows expertise, and exceptional communication. Some travel and potential biometric background checks may be required.

Qualifications

• Minimum of 2 years experience in hardware support & maintenance.
• Excellent troubleshooting skills.
• Strong understanding of Microsoft operating systems.
• Able to identify when something is wrong or is likely to go wrong.
• Excellent communication skills.
• Highly self-motivated and independent.
• Ability to multi-task and work with minimal supervision.
• Must maintain current technical understanding of technology within discipline.
• This position might require a Biometric Background Check based on customer need.

Responsibilities

• Monitor and respond to incident management queues promptly and document research, troubleshooting and resolutions.
• Research, troubleshoot and resolve incidents in a timely manner per Netrix and client policies.
• Provide accurate and creative solutions to user problems to restore productivity.
• Perform daily follow up on all assigned open incidents.
• May install and perform minor repairs to hardware/software/peripherals following specs.
• Train users in proper use of hardware and software.
• Acquire and maintain knowledge of relevant hardware, software and systems to provide accurate solutions.
• Provide AV/Conference Room Support as needed per the client.

Skills

Hardware support

Troubleshooting

Windows OS

Communication

Independent

Multi-tasking

Technical knowledge

Biometric background check

Job description

About The Opportunity

This

About The Opportunity

This Computer Support Analyst position is located in Reading, PA of the United States. Netrix Global, award-winning provider of cybersecurity and end-to-end IT services, seeks a Computer Support Analyst II to provide timely and accurate technical support to internal employees and client employees; answer questions or resolve computer problems for clients in person, via telephone, or from remote location. Provide assistance concerning the use of computer hardware/software and related systems and services, including printing, installation, word processing, electronic mail, and operating systems.

How You Will Make An Impact

Service Delivery

• Monitor and respond to assigned incident management queues promptly and document all research, troubleshooting and resolutions accurately.
• Research, troubleshoot and resolve incidents in a timely manner and according to Netrix and client specific policies and standards.
• Provide accurate and creative solutions to user problems of a complex nature to ensure users are quickly restored to productivity.
• Perform daily follow up on all assigned open incidents.
• May Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Train users in the proper user of hardware and software
• Acquire and maintain current knowledge of relevant hardware, software and systems in order to provide technically accurate solutions to users.
• Provide AV and/or Conference Room Support as needed per the client. (Training will be provided)

Process Improvement

• Acquire and maintain a working knowledge of ITIL Incident and Change Management functions.
• Develop, document and communicate procedures to resolve user problems.
• Participate in internal and client projects as required.
• Recommend new processes/procedures or changes to existing ones to enhance the quality of service delivered to internal and client users.

Communication

• Identify, research, and resolve the root cause of incidents to ensure they do not recur and to resolve before other users are affected.
• Monitor Netrix corporate email and any client email regularly to maintain current knowledge of operations.
• Attend staff and client meetings as required.
• Physical Work Environment: Will work primarily at the client site reporting to manager remotely, client site is in Reading, PA

Miscellaneous

• Participate in mandatory on-call rotation as required.
• Follow all applicable Incident and Change Management processes and procedures to ensure the accuracy and integrity of the solutions delivered.

What You Will Bring To The Table

• Minimum of 2 years experience in hardware support & maintenance
• Excellent troubleshooting skills
• Strong understanding of Microsoft operating systems
• Able to identify when something is wrong or is likely to go wrong
• Excellent communication skills
• Highly self-motivated and independent
• Ability to multi-task and work with minimal supervision
• Must maintain current technical understanding of technology within discipline.
• This position might require a Biometric Background Check based on customer need.

Interaction:

Daily interaction with client management and employees.

Impact:

Computer Support Technician interacts with customers on a regular basis and needs to maintain a positive and professional attitude always.

About Us

At Netrix Global our values are the philosophies and principles that live by. They support our vision, help us achieve our goals and commit us to a common purpose. We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All! Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution. We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators. At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go towww.netrixglobal.com