The Support Analyst will provide second level support to helpdesk and will assist the Systems Administrator with network setup and maintenance, and server builds and maintenance as needed. They will focus primarily on IT projects, but also assists with ticket resolution and overflow calls to the IT phone line as needed.
Essential Duties and Responsibilities:
Provides technical tier 2 support for issues that cannot be solved by our Helpdesk Technicians.
Responsible for computer image creation, image editing, and image maintenance for computer refreshes.
Responsible for recommending new hardware (PC, laptops, printers, other accessories) for end user deployment.
Assist with server support for new physical and virtual server builds as well as on-going maintenance for all servers, as directed by Systems Administrators.
Lead support for video conferencing systems.
Provide warehouse and office infrastructure recommendations, installation, and on-going support.
Provide wireless administration for all carriers (Verizon, AT&T, Sprint).
Assist end-users with their smart-phones and tablets, and smart-phone and tablet applications.
Lead support on physical building security and access administration – PassPoint and S2 as well as other physical security products that we may employ.
Lead support for technologies to support outside sales (MobilePoint, CRM, Tix, etc.).
Document on IT processes and procedures as well as create and update “how-to” documents for all IT team members.
Install software and hardware on desktop and server systems, trouble shoot problems and provides general support to users, company-wide both in person, remotely (Goto Assist), and over the telephone.
Respond to SysAid tickets and provide assistance to users within scope of knowledge or escalate problems to others in the department as needed.
Assist in the computer and phone training for new users.
Assist with presentations and implementations, and on-going support, for new computer applications.
Contact vendors/service providers as needed for computer hardware/software purchases and service calls.
Perform other IT functions as needed.
Ability to engage in frequent bending, stooping, pushing and pulling of parts and equipment.
Ability to continuously walk, stoop, kneel, crouch, reach, or crawl.
Ability to continuously lift and/or move objects up to 80 pounds, and frequently lift and/or move objects up to 45 pounds.
Associate’s degree in Information Technology or equivalent experience.
5+ years of experience in Information Technology that includes: software trouble shooting, software installation, hardware trouble shooting, hardware installation
Basic knowledge of Microsoft Office and Operating Systems from Microsoft and Apple.
Demonstrable experience/knowledge with LAN and WAN technologies (subnets, default gateway, subnet mask), and TCP/IP experience/knowledge of DNS, nameservers,
and the various records found in DNS.
Available to work after-hours as needed.
Orientation towards service; ability to provide excellent follow-through on all assignments.
Has a sense of accountability.
Ability to work effectively within a team.
Ability to work independently with minimum supervision.
Ability to manage multiple priorities simultaneously.
Ability to prioritize tasks and to assign appropriate time and effort to its completion.
Ability to communicate any issues or problems with your supervisor on a timely basis.
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled