IT Support Analyst II

HCTec, LLC; Glendale (AZ); Hybrid; USD 60,000 - 80,000; Full time

Job summary

HCTec, LLC is seeking an experienced IT Support Analyst II to join our team. This hybrid role combines remote and on-site support to keep client systems running smoothly and securely.

The ideal candidate has 2+ years IT support, strong Windows/Mac skills, AD and Office knowledge, and the ability to mentor junior staff and lead small projects. Travel to local client sites is required. A bachelor’s degree and relevant certifications are preferred.

Qualifications

• Bachelor’s degree in computer science, information technology, or a related field.
• 2+ years of experience in IT support or related role.
• Strong knowledge of Windows and/or Mac operating systems.
• Familiarity with Active Directory and Microsoft Office.
• Certifications such as A+, Network+, ITIL, CCNA are a plus.

Responsibilities

• Provide remote and on-site technical support for hardware, software, and network issues.
• Resolve help desk requests in a timely manner.
• Troubleshoot complex technical problems and implement effective solutions.
• Install, configure, and troubleshoot hardware, software, printers, and peripherals.
• Participate in IT policy development and maintain knowledge base.
• Support testing and deployment of new software and hardware.
• Participate in 24/7 on-call rotation and travel to client sites as needed.

Skills

Windows OS

Mac OS

Microsoft Office

Active Directory

Networking

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Bachelor's or Associate degree in Computer Science, Information Technology, or related field

Tools

Server administration

Virtualization technologies

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.