On-Site Support, Analyst II

Lincoln Electric; Chattanooga (TN); On-site; GBP 32,000 - 52,000; Full time

Job summary

Lincoln Electric is seeking an IT On-Site Support Analyst II to manage incidents, service requests, and end-user training within the onsite support zone. You will resolve hardware and software issues, install and maintain devices, and work with Ivanti ITSM to improve user experience.

The role requires strong communication, problem-solving, and teamwork, plus knowledge of AD, M365, and security practices. You will document solutions, support cross-functional IT teams, and ensure asset management

Qualifications

• Bachelor’s degree in computer science or equivalent; 2+ years desktop support experience; 3 years if no degree.
• Experience using Ivanti ITSM or similar IT service management tool for incidents and requests.
• Strong knowledge of Microsoft Active Directory and M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune).
• Experience with hardware, network and software troubleshooting across desktops, laptops, and peripherals.

Responsibilities

• Resolve incidents and fulfill service requests in a timely manner.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Manage user accounts, permissions, and access control.
• Provide end-user training and consultation on IT tools and security best practices.
• Document support requests and create/update knowledge base articles.
• Ensure security policies and data protection practices are followed.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Team collaboration

Training end-users

Time management

Security awareness

Education

Bachelor’s degree in computer science

2+ years desktop support

CompTIA+ Certification (preferred)

Tools

Ivanti ITSM

Active Directory

Microsoft 365

Intune

MS Teams

LAN/WAN networking

Wi-Fi / AP configuration

Job description

The IT On-Site Support Analyst II is an intermediate analyst job function, and is responsible for managing the tickets, tasks and projects from his/her support zone. The analyst will focus on resolving incidents, fulfilling service requests, and providing end user training and consulting. Responsible for implementation work related to deployment of IT services and equipment. The analyst must use technical tools, such as the knowledge base, and an IT service management system (Ivanti) to improve the end user experience.

This position will be based onsite at our Chattanooga, TN facility.

Duties and Responsibilities:

• Working follow guidelines and moderate guidance
• Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
• Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
• Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Experience with A/V conference room equipment and conference room troubleshooting.
• Following orientation from other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.
• Provide training to end-users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.

Education and Experience Requirements:

• Bachelor’s degree in computer science (equivalent), and two years of experience supporting internal desktop systems, application training and overall incident ownership and management. 3 years of experience required if no degree.
• CompTIA+ Certificate preferred.
• Working knowledge of Microsoft Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune), Windows OS, Apple iOS, administration and security, deployment and management, automation technologies.
• Experience with extensive hardware, network and software troubleshooting.
• Hands on experience on LAN/ WAN Networks; working and managing a switched network.
• Experience on how to make LAN cables, working with Wi-Fi / Access point configurations.
• In depth knowledge of MS Teams, and other video conferencing and projection solutions,
• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.
• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.
• A strong commitment to providing excellent customer service and a patient, friendly demeanor.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Efficiently manage and prioritize multiple support requests and tasks.
• Stay updated on the latest technological trends and adapt to new tools and technologies.
• Understand IT security best practices and the ability to enforce security policies.