IT Support Analyst II

HCTec; Brentwood (TN); Hybrid; USD 60,000 - 80,000; Full time

Job summary

HCTec in Brentwood, TN, seeks an experienced IT Support Analyst II to join our team on a hybrid basis. You will provide remote and on-site technical support for hardware, software, and network issues, ensuring clients stay productive.

The role requires 2+ years in IT support, a bachelor's in CS/IT, strong Windows/Mac skills, AD, and virtualization knowledge, plus solid communication and problem-solving abilities. You will mentor junior staff and assist with IT policy development.

Qualifications

• Bachelor's degree in computer science, information technology, or related field.
• 2+ years of IT support experience or related role.
• Strong Windows and Mac operating system skills with AD and network knowledge.
• Excellent written and verbal communication and problem-solving abilities.

Responsibilities

• Provide remote and on-site technical support to end-users for hardware, software, and network issues.
• Respond to help desk requests promptly and resolve them effectively.
• Install, configure, and troubleshoot computer hardware, software, printers, and peripherals.
• Perform routine maintenance such as backups and software updates.
• Manage user accounts and permissions across systems and applications.
• Participate in IT policy development and document common issues and solutions.
• Assist with testing and implementation of new software and hardware.
• 24/7 On-Call IT Support rotation and travel to client locations in the local area.

Skills

Project leadership

Mentoring

Communication skills

Problem solving

Independent worker

Education

Bachelor's degree in Computer Science or Information Technology

Associate degree in Computer Science or Information Technology

Tools

Windows OS

Mac OS

Microsoft Office

Active Directory

Server administration

Virtualization technologies

Networking basics

Job description

We are seeking an experienced IT Support Analyst II to join our team. The IT Support Analyst II will be responsible for providing technical support and assistance to clients, ensuring that their systems and software are up and running smoothly. The ideal candidate will have a strong technical background, excellent problem-solving abilities, excellent communication abilities and the ability to lead projects and mentor junior team members. This is a hybrid position, including onsite support.

Essential Functions:

• Provide remote and on-site technical support and assistance to end-users for hardware, software, and network-related issues.
• Answer and respond to and resolve help desk requests in a timely manner.
• Analyze and troubleshoot complex technical problems and provide effective solutions.
• Install, configure, and troubleshoot computer hardware and software, printers, and other peripherals.
• Perform routine maintenance on computer systems, such as backups and software updates.
• Manage user accounts and permissions across various systems and applications.
• Participate in the development and implementation of IT policies and procedures.
• Document and maintain a knowledge base of common issues and solutions.
• Assist with the testing and implementation of new software and hardware.
• 24/7 On-Call IT Support rotation.
• Travel to client locations in the local area.

Knowledge, Skills, & Abilities:

Education:

• Bachelor's degree in computer science, Information Technology, or related field.
• 2+ years of experience in IT support or related role.

Experience:

• Strong technical skills in Windows and/or Mac operating systems, Microsoft Office, Active Directory, and network technologies.
• Experience with server administration and virtualization technologies.
• Excellent written and verbal communication skills

Requirements:

• Ability to work independently and in a team environment.
• Strong problem-solving and analytical skills.
• Relevant certifications such as A+, Network+, ITIL, MCSA, CCNA, or ITIL are a plus.
• Bachelor's or Associate degree in Computer Science, Information Technology, or related field a plus.