IT Support Analyst II - Kerrville,Tx bei James Avery Jewelry

Job Summary

The IT Support Analyst II is responsible for providing skilled technical support, specializing in investigating, troubleshooting and resolving complex system problems and escalated Tier I calls. Ensures efficient fulfillment of all requests managed through the ticketing system and conducts frequent site visits. Installs and configures computer systems and associated hardware in accordance with technical specifications and established policies. Provides prompt, high-quality customer support and communicates directly with customers to gain a full understanding of requests in order to provide the best solution. Collaborates with other team members to proactively identify and implement IT services improvements to optimize the customer experience. This is an onsite position at our Kerrville, Tx Campus.

Essential Functions

•Documents work in the IT ticketing system, and monitors the status of unresolved issues and communicates frequent updates with customers. Coordinates with other IT teams to effectively deliver timely solutions to customers’ needs are met in a timely manner and when necessary, escalates system problems to appropriate resources.

•Regularly manages and resolves escalated Tier I support requests while providing continuous coaching and guidance to Tier I support analysts.

•Setup, configuration, and advanced troubleshooting of desktops, laptops, tablets and printers.

•Applies advanced technical expertise of computer software and hardware products and services to resolve complex or recurring issues in the environment.

•Identifies potential areas of process improvement and automation to minimize recurrence of common issues.

•Provides support to end-users and logs all customer inquiries in incident tracking system.

•Participates in ongoing remediation of security vulnerabilities across endpoints and infrastructure in coordination with the Information Security team.

•Supports telephony systems, including configuration, troubleshooting, and coordination with internal teams.

•Supports wireless access points, ensuring reliable connectivity and performance across the enterprise network.

•Provides advanced support for mobile devices and assist with mobile device management administration. 

•Assists in Active Directory administration following account management policies.

•Assists team members in management of file and print services administration when required.

•Performs additional duties and assists with other initiatives or projects as assigned by Leadership. 

Minimum Qualifications

•High School Diploma or equivalent.

•2 years of relevant desktop support experience.

•Comprehensive knowledge of IT infrastructure and services, including currently supported Windows desktop operating systems, Office 365, Active Directory, foundational networking protocols (TCP/IP, DHCP, DNS, SMTP), and hands-on experience with common PC peripherals.

•Proven ability to coordinate multiple tasks simultaneously and manage frequent interruptions.

•Strong analytical skills with ability to resolve complex hardware, software and network-related issues.

•Proven diagnostic skills with ability to work effectively and implement solutions under pressure.

•Excellent customer service and communication skills to convey technical information clearly and professionally to diverse stakeholders through various media channels.

•Ability to quickly learn new technology.

•Ability to apply logic and understanding to carry out written, verbal or diagram form instructions.

•Ability to safely lift up to 25lbs with appropriate equipment and/or assistance.

•Ability to travel to various work locations as business need requires.

•Must be able to participate in the on-call rotation and work flexible schedules, to include day, night and weekend shifts.

Preferred Qualifications

•Associate’s Degree in Information Technology.

•Supervisory, Leadership or Training experience.

•Experience with POS or Manufacturing applications.

•Experience supporting wireless administration and/or telephony infrastructure.

•Experience in MDM platforms.

•Security patching and remediation experience.