Technical Support Analyst II

Living Our Values
All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

Why Join Us?

• Career Growth: Advance your career with opportunities for leadership and personal development.
• Culture of Excellence: Be part of a supportive team that values your input and encourages innovation.
• Competitive Benefits: Enjoy a comprehensive benefits package that looks after both your professional and personal needs.

Total Rewards
Our Total Rewards package underscores our commitment to recognizing your contributions. We offer a competitive and fair compensation structure that includes base pay and performance-based rewards. Compensation is based on skill set, experience, qualifications, and job-related requirements. Our comprehensive benefits package includes medical, dental, and vision insurance, wellness programs, retirement plans, and generous paid leave. Discover more about what we offer by visiting our Benefits page.

A Day In The Life
The Technical Support Analyst II provides Tier II technical assistance and guidance to the organization's IT users, i.e. remote workforce, senior management, supervisory staff, administrative personnel, etc., ensuring the smooth operations of computer systems and software. They will be responsible for troubleshooting and resolving complex IT problems, such as network connectivity issues, hardware and software problems, database interface/communication, and other technical-related issues. They will also manage and maintain IT systems and equipment, ensuring that they are up-to-date and secure. In addition, the Technical Support Analyst II will be responsible for training and educating end-users on software and/or hardware applications on a regular and periodic basis, and helping them to understand how to effectively and efficiently use their IT systems.

As a Tech Support Analyst II you will:

• Act on the organization's behalf interfacing with FIT team to maintain network and all phishing/security protocols.
• Effective strategic partner with internal customers, System Admin, and FIT team on various IT implementations, installations, improvement projects, and periodic upgrades/patching.
• Provide Tier II/other technical support; Troubleshoot standard performance and in the application environment.
• Provide Tier II/other technical support for incoming queries related to computer systems, software, and hardware.
• Maintain the organization's IT business continuity & DR support as appropriate.
• Through active listening and strong problem-solving skills, analyze, diagnosis, and resolve IT issues for all users.
• Monitor system activity, manage system maintenance, and gather system statistics; follow up on reported errors and alarms.
• Setup, install, modify, and repair computer hardware and software.
• Manage user and system capacity and take action/make recommendations to resolve.
• Perform IT system and network maintenance as required; facilitate appropriate testing before changes are introduced.
• Work closely with customer to understand the deployed packaged applications/platforms, provide recommendations, and test sustainability of the request/project.
• Schedule activities in accordance with the business requirements.
• Work closely with the OEM and BTM team to install their software on company computers, provide end-user support, and issue resolution.
• Maintain & update computer hardware and storage to be compliant with company policy.
• May require late night, on call or weekend support, as well as the ability to quickly respond to problems 24 x 7.
• Maintain documentation for all processes and procedures.

What We Need From You

• Bachelor's Degree Information Technology Pref
• 5-7 years Related experience or equivalent combination of education and/or experience. Required
• Knowledge of IT support technologies. (Medium proficiency)
• Ability to learn new programming languages and tools. (Medium proficiency)
• Ability to conduct research across a wide range of computing issues. (Medium proficiency)
• Ability to work in a fast-paced environment. (Medium proficiency)
• Strong knowledge of IT business processes and practices. (Medium proficiency)
• Ability to work with a cross functional team. (Medium proficiency)
• Critical thinking and problem-solving skills. (Medium proficiency)
• Knowledge of IT infrastructure. (Medium proficiency)
• Knowledge of network, system, and application security. (Medium proficiency)
• Highly self-motivated. (High proficiency)
• Communication and customer service skills. (High proficiency)
• Time management and organizational skills. (Medium proficiency)
• Ability to manage multiple priorities and meet deadlines. (High proficiency)
• Ability to work with a diverse community of end users. (High proficiency)
• Strong multi-tasking abilities with project management skills. (High proficiency)
• Aptitude for learning new technologies. (Medium proficiency)
• Ability to learn and participate in the installation of computing equipment and network computing equipment hardware and software. (Medium proficiency)
• Attention to detail to ensure accuracy and integrity of analytics. (Medium proficiency)

Physical Requirements
The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.
Work Environment

• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Occasionally
• Hazards - Rarely
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely

Travel Requirements

• 0%

Join Us
The Friedkin Group and its affiliates are committed to ensuring equal employment opportunities, including providing reasonable accommodations to individuals with disabilities. If you have a disability and would like to request an accommodation, please contact us at TalentAcquisition@friedkin.com. We celebrate diversity and are committed to creating an inclusive environment for all associates.

We are seeking candidates legally authorized to work in the United States, without Sponsorship.