IT Support Analyst II — Elevate End-User Experience

Holland-&-Hart-LL

Boise (ID)

On-site

USD 56,000 - 93,000

Full time

3 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Discretionary bonus

Medical/dental/vision benefits

Job summary

Holland & Hart LLP is seeking a Technical Support Analyst II in Boise, Idaho to provide end-user computing support for hardware, software, and networking equipment. You will be the primary face of the IT department, delivering excellent customer service and leading junior teammates when needed.

Candidates should have 4+ years IT experience, an associate degree or equivalent, and at least one technical certification.

Qualifications

Four (4)+ years’ IT experience with end user computing hardware and business applications.
Associate’s degree in a related field, or two (2)+ additional years of directly-related experience.
Minimum of one technical certification related to position (A+, Network+, MCSA: Windows, MCSE: Desktop Infrastructure, ITIL, HDI).
In-depth technical experience of enterprise Microsoft environments (AD, Microsoft 365, Group Policy, Office applications, PowerShell).
A foundational understanding of ITIL or HDI
Advanced knowledge of computer hardware and networking technologies
Maintain positive attitude and customer advocate through issue resolution
Ability to maintain professionalism under stress
Ability to maintain confidentiality
Deadline-driven with excellent time management ability
Ability to work closely with other IT staff to ensure that network, system, security, and regulatory concerns are properly addressed
Ability to multitask, prioritize work and manage own time to meet team goals and deadlines
Logical and experienced troubleshooting methodology
Strong analytical and problem-solving skills
Strong written and verbal communications skills

Responsibilities

Respond to incoming end user requests via ticketing system and phone queue.
Troubleshooting and configuration of Windows and Apple desktop and laptop equipment, printers, network connections, Smartphones etc.
Provide top level technical support for multiple products to internal employees.
Proactively resolve problems by following department protocols and elevate issues to appropriate individuals.
Be an end user advocate while maintaining quality customer service and effective communications with the end user when analyzing, updating and resolving tickets.
Maintain user & email accounts in Active Directory/Exchange and support moves, additions, changes, and departures.
Serve as an integrated team member and work with other IT department members regarding computer troubleshooting and technical support.
Utilize appropriate tools to provide end user support and issue resolution.
Research and recommend innovative and automated approaches for system administration tasks.
Contribute to department's knowledge base articles and FAQ's.
Strong analytical and communication skills including working directly with staff and external vendors to determine sound solutions for business requirements.
Assist Technical Support Manager with hardware and software purchases.
Possibly training more junior team members
Testing new technology
Leading multiple low-complexity projects assigned by manager and ensure solutions are well engineered
Understanding of ITIL processes and experience implementing ITIL concepts
Increasingly complex problem solving, providing insight at a larger scope
Works with other IT support teams to improve service and user self-sufficiency while providing high level customer care
Able to travel to other offices for local hands support, maintenance, and scheduled site visits
Available to work rotating late shift/on-call schedule as assigned
Communication: verbal, written, non-verbal communications.
Customer/Client Experience: creates a consistent and exceptional experience for others
Job Knowledge & Technical Skill
Team Player: works within team and cross-functionally to meet required results.