Technical Support Analyst 2

Job Description

Top Technical Skills

Helpdesk Support & Ticketing Systems

Proficient in evaluating, routing, prioritizing, and resolving technical issues using helpdesk platforms.

Hardware & Software Troubleshooting

Hands-on experience with desktops, laptops, printers, AV equipment, and peripheral devices.

Telecom & Mobile Device Management

Skilled in managing desk phones, cell phones, and cellular connectivity, including troubleshooting and reconciliation.

Application Installation & Configuration

Experience installing and configuring software applications across various systems.

Inventory & Asset Management

Maintains accurate records of IT assets and supports inventory reconciliation.

Soft Skills & Professional Strengths

Customer Service & Communication

Strong ability to communicate technical information clearly to non-technical users across all staff levels.

Team Collaboration

Works effectively in team environments and supports colleagues as needed, including acting as a backup for key roles.

Problem Solving & Escalation Management

Capable of resolving issues independently and escalating appropriately when necessary.

Reporting & Documentation

Prepares weekly reports and maintains detailed documentation of support activities and procedures.

Training & User Support

Provides training and guidance to end users and staff on IT systems and processes as needed.

Requirements

Skill

Required / Desired

Amount

of Experience

Telecommunications skills (POTS lines, VoIP, and cell)

Nice to have

A / V Systems Support

Nice to have

Helpdesk - Accurately log and resolve tickets. Serve as a point of contact. Escalate when necessary

Required

Years

Customer Oriented and Team Player

Required

Years

Computer diagnostics and remediation

Required

Years

Strong ability to effectively communicate

Required

Years

Additional duties as needed.

Required

Requirements

Qualifications Type Category Qualification Description Competency Required Skills Others Help desk support Help desk Novice (1-3 Years) No Skills Others Communication skills both verbal and written Novice (1-3 Years) No