IT Support Analyst II

Hctec; Glendale (CA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Hctec in Glendale, CA is seeking an experienced IT Support Analyst II to join our team. This role provides technical support to clients, ensuring systems and software run smoothly in a hybrid on-site/off-site environment.

You will lead projects, mentor junior team members, and troubleshoot hardware, software, and network issues, while maintaining documentation and helping implement IT policies.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field.
• 2+ years of experience in IT support or related role.
• 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.

Responsibilities

• Provide remote and on-site technical support 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.

Skills

Communication

Problem-solving

Mentoring

Remote/On-site support

Project leadership

Education

Bachelor's degree in Computer Science or IT

Tools

Windows OS

Mac OS

Active Directory

Microsoft Office

Networking

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:

To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

• 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.