On-Site Support, Analyst II - Chattanooga, TN

Lincoln Electric; Chattanooga (TN); On-site; USD 64,000 - 80,000; Full time

Job summary

Lincoln Electric in Chattanooga, TN is seeking an IT On-Site Support Analyst II to manage tickets, incidents, and service requests within the IT support zone. You will resolve hardware/software issues, deploy devices, configure user access, and maintain documentation using Ivanti and other tools.

This is a full-time, on-site role with a pay range of $64,000–$80,000. The ideal candidate has a Bachelor’s degree (or 2 years of related experience), knowledge of Active Directory and Microsoft 365,

Qualifications

• Bachelor’s degree or 2 years of related experience required; 3 years if no degree
• Experience with AD, M365, Windows, iOS, security, deployment and management
• Strong problem-solving and customer-service mindset

Responsibilities

• Manage and resolve end-user incidents and service requests
• Install, configure, and maintain desktops, laptops, mobiles, printers
• Manage user accounts, permissions, and access control
• Provide end-user training on hardware/software usage
• Document solutions and maintain knowledge base articles
• Enforce security policies and protect sensitive data
• Collaborate with cross-functional IT teams to resolve issues

Skills

Desktop support

Active Directory

Microsoft 365

Networking basics

Communications

Customer service

Education

Bachelor’s degree in computer science or equivalent

CompTIA+ certificate preferred

Tools

Ivanti ITSM

Microsoft Intune

LAN/WAN

Job description

Information Technology

Pay Grade and Range:

AIT025-P2 ($64,000 - $80,000)

Location: Chattanooga

Employment Status: Salary Full-Time

Function: Information Technology

Bonus Plan: AIP

Target Bonus: 10.0

Recruiter: Allison Schock

Req ID: 29718

Purpose

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.

Job 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.

Basic 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.

Competencies

• Results oriented
• Good oral, written communication, and presentation skills
• Decisive, with little or no information
• Ability to lead through ambiguity
• Situational awareness
• Independent learner
• Excellent customer service focus
• Collaboration and good interpersonal skills

Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.