Technical Support Analyst II

Global Roles; Fort Wayne (IN); On-site; USD 52,000 - 78,000; Full time

Job summary

Unknown company seeks a Technical Support Analyst II to install, troubleshoot, and repair software/equipment for internal and external users. You’ll handle routine to moderate network or application issues and provide escalated support as needed.

Responsibilities include documenting issues, evaluating technology operations, preparing reports, and ensuring SLA compliance while working under remote supervision. Travel up to 15% may be required.

Qualifications

• Bachelor's degree required.
• Information Systems, Computer Science, or related field preferred.
• Minimum 2 years of related experience or equivalent combination of education and related experience required.
• Effective verbal and written communication skills.
• Ability to apply technical expertise to resolve problems.
• Ability to effectively prioritize and execute tasks efficiently.
• Ability to work on a team.
• Demonstrates the ability to understand customer requirements and apply appropriate technical expertise to meet business objectives.
• Ability to effectively prioritize tasks, balance multiple assignments, and work independently to achieve goals and meet deadlines.
• Qualified candidates must be authorized to work in the United States.
• Travel: 10-15%.

Responsibilities

• Respond to technical and/or user problems utilizing technical knowledge to troubleshoot and resolve issues.
• Provide escalated technical support for complex issues as needed.
• Review records and document reports of malfunctions, issues and maintenance as well as organizational, procedural, and workflow plans and methods.
• Review, analyze, and evaluate technology and systems operations and provide recommendations to improve efficiency and utilization.
• Prepare metrics, activity and progress reports regarding projects, tasks, and operations.
• Adhere to standard operations and policies.
• Ensure compliance with negotiated service level agreements.
• Work under remote supervision.
• Exercise judgment in diagnosing issues, analyzing data, and recommending solutions.
• Work in areas around blood, blood donation equipment and plasma.

Skills

Technical Support

Software Installation

Technical Troubleshooting

Network Problem Resolution

Application Support

Customer Requirements Analysis

Task Prioritization

Independent Work

Verbal Communication

Written Communication

Education

Bachelor's degree

Information Systems/CS related field preferred

Job description

The Technical Support Analyst II provides technical support by installing, troubleshooting, and repairing software and equipment. The role involves solving routine to moderately complex network or application software problems for internal and external users and supporting IT End User Services volunteers.

Responsibilities

• Respond to technical and/or user problems utilizing technical knowledge to troubleshoot and resolve issues.
• Provide escalated technical support for complex issues as needed.
• Review records and document reports of malfunctions, issues and maintenance as well as organizational, procedural, and workflow plans and methods.
• Review, analyze, and evaluate technology and systems operations and provide recommendations to improve efficiency and utilization.
• Prepare metrics, activity and progress reports regarding projects, tasks, and operations.
• Adhere to standard operations and policies.
• Ensure compliance with negotiated service level agreements.
• Work under remote supervision.
• Exercise judgment in diagnosing issues, analyzing data, and recommending solutions.
• Work in areas around blood, blood donation equipment and plasma.

Requirements

• Bachelor's degree required.
• Information Systems, Computer Science, or related field preferred.
• Minimum 2 years of related experience or equivalent combination of education and related experience required.
• Effective verbal and written communication skills.
• Ability to apply technical expertise to resolve problems.
• Ability to effectively prioritize and execute tasks efficiently.
• Ability to work on a team.
• Demonstrates the ability to understand customer requirements and apply appropriate technical expertise to meet business objectives.
• Ability to effectively prioritize tasks, balance multiple assignments, and work independently to achieve goals and meet deadlines.
• Qualified candidates must be authorized to work in the United States.
• Travel: 10-15%.

Skills

• Technical Support
• Software Installation
• Technical Troubleshooting
• Network Problem Resolution
• Application Support
• Customer Requirements Analysis
• Task Prioritization
• Independent Work
• Verbal Communication
• Written Communication

Languages

English