Technical Support Analyst II, Robert Half

Technical Support Analyst II

Robert Half

Location:

United States, Windsor

Category:

IT - Administration

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

This role primarily involves providing intermediate technical support, configuring and installing moderately complex software for IT users’ desktops and mobile devices. The successful candidate will be responsible for troubleshooting to identify issues and escalate them to the appropriate team for resolution.

Job Responsibility:

Provide functional support of applications to isolate issues and distribute them to the appropriate team for resolution
Process complex help desk tickets and facilitate their resolution, working with external vendors as needed
Isolate higher level issues by reproducing the incident, identifying invalid data within the database, and tracing transactions through infrastructure to identify the failure point
Create DB scripts to correct invalid data within the database
Deliver post-development support, including client installations
Contribute to the creation and modification of system or application monitors
Provide management with ticket reports, Pareto Report, and various others
Update Support and User Guides
Document user support and maintenance procedures as well as standardized communications to users and management
Train less experienced end users and staff in resolving more complicated PC technical issues and processes

Requirements:

Degree in Computer Sciences or related field
Proficiency in handling Desktop Hardware and other equipment
Advanced knowledge of Computer Hardware and PC Operating Systems
Familiarity with MIS (Management Information Systems) and other IT-related tools
Knowledge of Database management and SQL Queries
Experience in Supervising and coordinating with team members
Ability to provide Deskside Support to resolve hardware and software issues
Experience with Mobile Device management and support
Comptia A+ certification will be an advantage
Strong Analytical Skills to understand and solve complex problems
Strong Conceptualization skills to understand and implement new ideas
Experience working with External Vendors and managing vendor relations
Proficiency in Customer Service with the ability to handle complex issues professionally
Exceptional Communication skills to liaise with both internal and external parties effectively
Familiarity with Office Functions and Procedures to ensure seamless operations
Proficient in providing Technical Support and troubleshooting a wide range of technical issues
Knowledge of Disability Benefits and related laws
Ability to perform Conflict Resolution in challenging situations

Nice to have:

Comptia A+ certification
Strong Conceptualization skills
Experience working with External Vendors

What we offer:

Medical, vision, dental, and life and disability insurance
Eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:

March 21, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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