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Technical Support Analyst II

Technical Support Analyst II

Thermocopy of Tennessee, Inc.Knoxville, TN, United States
15 hours ago
Job type
  • Full-time
Job description

Job Type

Full-time

Description

Technical Support Analyst II

Location : Knoxville, TN

Job Type : Full-Time

Industry : MIT Services

About the Role

Are you ready to take your technical support career to the next level? As a Technical Support Analyst II , you'll be the go-to expert for resolving escalated IT issues, mentoring junior support staff, and contributing to system improvements. This role is ideal for professionals with hands-on experience in troubleshooting and a passion for delivering exceptional service in a dynamic, multi-site environment.

What You'll Do

  • Provide advanced troubleshooting for desktop, network, and software issues
  • Install, configure, test, and maintain hardware, software, and peripherals
  • Act as a technical resource for end-users and Level I support staff
  • Analyze user problems and implement corrective actions
  • Document support activities and maintain system configuration records
  • Lead small-scale hardware / software upgrade projects
  • Train users and Level I support staff on systems and procedures
  • Collaborate with senior analysts and vendors on complex issues
  • Monitor system performance and recommend improvements
  • Ensure compliance with software licensing and asset management
  • Deliver remote or on-site support as needed

Requirements

Education & Certifications

  • Associate's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
  • Required :

    • MS-900 Microsoft 365 Fundamentals

  • CompTIA Network+
  • Preferred :

    • CompTIA Security+

  • MD-10 Microsoft Endpoint Administrator + Mastering Endpoint Security
  • Microsoft Teams Support + Using Teams + Configuring Teams

    • Experience & Technical Skills

  • 2-3 years in a technical support role
  • Proficiency in Windows / macOS, Active Directory, Office 365
  • Familiarity with remote desktop tools and ticketing systems
  • Moderate understanding of network technologies, security practices, and servers
  • Experience with scripting (RMM & PowerShell)
  • Experience with virtualization (VMware, Hyper-V)
  • Experience in multi-site or remote support environments

    • Soft Skills

  • Strong communication and interpersonal skills
  • Ability to explain technical concepts to non-technical users
  • Analytical thinking and problem-solving ability
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    Technical Support Analyst • Knoxville, TN, United States