Technical Support Analyst II

The Technical Support Analyst II will be part of a service desk support team supporting local and remote customers. Work includes providing escalation support to the Technical Analyst I. Provides desk side technical support. Answers incoming calls to service desk. Responds to service requests. Prepares system documentation. Acts as a liaison. This position will require travel to company locations throughout San Antonio. Will perform work assigned to them via the enterprise ticketing system. This position reports directly to the Manager of TI Client Services.

ESSENTIAL FUNCTIONS:

Level I:

Answers incoming calls for technical support to resolve complex software and hardware issues.

Uses remote control software to resolve issues when needed.

Performs OS and application maintenance troubleshooting.

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.

Performs preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and other applications on all end user devices as needed.

Logs and updates tickets via the enterprise ticketing system.

Apply diagnostic utilities to aid in troubleshooting,

Escalates service requests to Technical Support Analyst III as appropriate.

Attends and participates in staff meetings and related activities; attends workshops to keep up to date with desktop support issues.

Complies with all standard operating procedures (SOPs) and polices.

Level II:

Identify and learn corporate software applications used and supported by the organization.

Plan, prioritize, organize, and complete work to meet established objectives.

Meet established SLA and KPI requirements on a monthly basis.

Act as a technical resource and Subject Matter Expert to others to resolve problems, issues, and errors.

Works closely with other departments for collaborating TI projects.

Provides guidance to junior members of the team.

Installs PC’s, Tablets, and other mobile devices and applications.

Prepares and updates systems and application documentation.

Preforms desk side support.

Travels to other locations to perform troubleshooting and resolve issues.

Provides audio/visual support for meeting and corporate events.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

EDUCATION AND EXPERIENCE:

Associates Degree in Information Systems or a related field, and three (3) years of related experience, A+, Net+ or other technology related certification, or an equivalent combination.

ADDITIONAL REQUIREMENTS:

Must possess intermediate knowledge of Microsoft Windows environment including Windows 10 operating system.

Experience with networking principals and Internet Protocol Suite (TCP/IP), Local Area Network (LAN) and Wide Area Network (WAN) is highly desired.

Intermediate knowledge of Microsoft Office 365 applications (Outlook, Work, Excel, Power Point, etc.)

Must have superior verbal and written communication skills.

Must process thorough knowledge of the standard tools, materials, methods, practices, safety precautions and occupational hazards of the trade.

Must be able to work with little supervision.

Must be able to operate in a fast-paced multi-tasking environment.

Must have excellent analytical skills to determine root cause and risk elements while considering alternative courses of action.

Must read and understand complex materials such as reports, instructions, and manuals.

Must be able to maintain good work attendance.

Safety Accountability Statement:

- Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

- Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs; related to safety, health, and system security.

- Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

- Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must comply with and support all VIA’s EEO Policies and Procedures .

PHYSICAL REQUIREMENTS:

Physical ability required to be mobile, bend, stoop, twist, squat, kneel, sit, stand, reach, carry, climb, and occasionally lift and push objects which weigh 75 pounds and frequently lift and push objects which weigh 50 pounds.

WORK ENVIRONMENT:

May be required to work any time of the day, evening or night during the week or weekend to include being on-call as scheduled.

May be exposed to electrical and chemical hazards and other conditions.

Work involves deadlines and multiple priorities.

Must be able to use good judgment to prioritize work to meet deadlines.

Travel may be required within the VIA service area.

VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.

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