Technical Analyst II, Field
Core
Level 2 technical support and field troubleshooting for end-user hardware and software in a multi-branch environment.
Role type
Field Technical Analyst (Level 2 Support)
Builds
IT service delivery for internal clients
Domain
IT Operations / Helpdesk / Field Support
Deliverable
client delivery
Required skills
technical troubleshooting, hardware repair, account administration, site visit management, ITIL process adherence, inventory management, problem-solving
Preferred skills
IT certifications (CIPS, ITIL, CompTIA, MCSA), computer technology degree/diploma
Technologies
ServiceNow, desktops, laptops, mobile devices, desk phones, printers
Responsibilities
Perform level 1 and 2 troubleshooting and repair for end-user devices; conduct regular site visits for in-person support; fulfill service requests (access grants, account creation/modification); document processes and Knowledge Base articles; maintain hardware/software inventory; direct unresolved issues to higher support levels.
Seniority
Mid-level (5+ years experience)