Technical Support Analyst II

Acara Solutions, Inc.; Buffalo (NY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Health savings account

Dental insurance

Disability insurance

Life insurance

Vision insurance

401(k)

Job summary

Aleron Group, a global workforce and business solutions company, is seeking a Technical Support Analyst II to provide hardware and software support for internal staff and external customers.

The role covers desktop and remote support, 1st and 2nd line help desk, installations, workstation deployment, virus monitoring, backups, and documentation, with some travel to remote sites; after hours on-call rotation may be required.

Qualifications

• Bachelor's degree in Computer Science or 4 years in technical support.
• 3 years of experience in a help desk/IT environment.
• 1 year of experience in computer project management and configurations.
• 1 year of proficiency in Windows, Office 365, TCP/IP and related tech.
• Must lift and move up to 50 pounds regularly and have a valid driver's license.

Responsibilities

• Desktop support - desk side and remote phone support.
• Provide 1st and 2nd level help desk support for end users and application support.
• Assists with installations and workstation deployment.
• Updates all workstations that are connected to the network.
• Install, configure, and troubleshoot hardware, software issues and rebuilds workstations.
• Monitor for viruses for operating system and network device updates.
• Monitor backup procedures and data restores when required.
• Support multiple branches throughout the Company.
• Some travel to remote offices or external customer sites as needed.
• Provide detailed and comprehensive documentation in a problem-tracking database and to ensure proper escalation of incidents.
• Use remote access tools to perform diagnostics on users’ PC.

Skills

Analytical thinking

Verbal communication

Interpersonal skills

Detail oriented

Organizational skills

Education

Bachelor's degree in Computer Science

Tools

Windows OS

Office 365

TCP/IP

Printers

Job description

Join Aleron Group, a global workforce and business solutions company that builds relationships and empowers the workplace. Since 1957, we've been at the forefront of the workforce industry. Our renowned portfolio of companies, including Acara Solutions, Acara Solutions India, Broadleaf Results, Lume Strategies, TalentRise, and Viaduct, delivers tailored talent solutions, workforce management, IT services, and more to meet the ever-evolving needs of our clients. We transform the workplace for people and businesses around the world.

What Aleron has to offer:

• Full benefits package that includes health insurance, health savings account, dental insurance, disability insurance, life insurance, vision insurance, and 401(k)
• *Pay: $65,000-$75,000

Job Summary:

The Technical Support Analyst II works with internal employees as well as external customers to provide hardware and software support for a wide range of technology challenges.

Essential Duties and Responsibilities:

• Desktop support - desk side and remote phone support
• Provide 1 st and 2 nd level help desk support for end users and application support
• Assists with installations and workstation deployment
• Updates all workstations that are connected to the network
• Install, configure, and troubleshoot hardware, software issues and rebuilds workstations
• Monitor for viruses for operating system and network device updates
• Monitor backup procedures and processes - conduct data restores when required
• Support multiple branches throughout the Company
• Some travel to remote offices or external customer sites as needed
• Provide detailed and comprehensive documentation in a problem-tracking database and to ensure proper escalation of incidents
• Use remote access tools to perform diagnostics on users’ PC

Other Duties:

• Communicate with other members of the IT department regarding various issues and projects concerning the networking and computer access of the Company
• After hours on call rotation
• Submit periodic reports to management as requested
• Update and monitor Windows Server environment as needed
• Responsible for various other administrative duties as directed by Company

Job Requirements

Qualifications and Skills:

Required:

• Bachelor's degree in Computer Science or 4 years of experience working in technical support
• 3 years of experience in a help desk and IT environment
• 1 year of experience in computer project management, back-up systems and configurations
• 1 year of proficiency in Windows, Office 365, TCP/IP protocol, third party applications, telecommunication capabilities and connectivity knowledge, and various hardware and printers
• Must be able to lift and move up to 50 pounds regularly.
• Possess a valid driver's license, a good driving record, and a serviceable vehicle suitable for business transportation

Preferred:

• Must be able to work after hours and weekends when required to support projects and able travel to remote offices as needed
• Must have a broad knowledge of desktop applications, and be familiar with PC configuration using automation tools and LAN troubleshooting skills
• Must have strong verbal and interpersonal communication skills and be analytical in nature
• Must have the ability to organize complex material
• Must be detail orientated
• Must have excellent verbal and written communication skills

Physical Demands, Work Environment, and Travel:

• This role operates in a modern, hybrid work environment, utilizing technology such as laptops, video conferencing tools, cloud-based applications, and collaborative platforms. Flexibility for remote work is supported, while in-office settings may still involve the use of standard office equipment like computers, telephones, and printers.
• The physical demands described here are representative of those required for an employee to successfully perform the essential functions of this job. While carrying out job duties, the employee must regularly be able to speak clearly and hear effectively to communicate with others. The role also frequently requires standing, walking, using hands for fine motor tasks, and reaching with arms.

Additional Information:

• This job description is subject to change and may be adjusted to meet the company's needs.
• Upon receiving an offer of employment, candidates will be required to undergo a background check and drug screening. Depending on the role, additional industry-specific skills testing may also be necessary prior to placement.

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.

* The compensation range provided represents our good faith representation of the high and low pay range for this position.