The Technical Systems Support Analyst II is responsible for providing technical support to a global user community, resolving questions/ problems, disseminating information, delivering on-the-spot training, encouraging self-help, and ensuring that all products and services provided by the IT environment are meeting set service levels.
Role and Responsibilities
To apply, please submit resume and cover letter at https://www.ifaw.org/careers
Role and Responsibilities
- Responsible for the configuration and installation of computer systems.
- Perform first-level diagnosis and troubleshooting support to end-users.
- Troubleshoot, diagnose and resolve problems related to operating systems, hardware and software.
- Provide support in accordance with established processes and document incidents and remedies.
- Ensure that all requests from users/customers are handled promptly and effectively, and are responsibly and professionally resolved to the satisfaction of the customer.
- Assist in maintaining the IT equipment inventory, software license inventory and compliance
- Responsible for ensuring compliance of standards, and quality control procedures.
- Recommend improvements for changes to systems, products or services in order to maintain or exceed defined service levels.
- Participate in a team responsible for Disaster Recovery. Ensure DR kits are maintained and up to date. Participate in annual testing.
- Troubleshoot LAN/WAN problems.
- Must show initiative in the development of technical and professional skills and similarly must keep up to date on IFAW activities, trends, and operating matters of the user community.
- 3+ years related work experience.
- Technically versed in the installation and support of Microsoft Windows and Microsoft Office, desktop applications and network components such as printers.
- Strong helpdesk and remote support experience.
- Strong organizational, verbal and written skills.
- Strong escalation and problem resolution methods.
- May at times require lifting and moving of technical equipment which is often times heavy, such as a server, PC or monitor. May also be required to move office furniture to allow access for installation of technical equipment.
- Must be able to communicate effectively with all levels of staff, orally, graphically, and in writing to facilitate the understanding of technical issues to non-technical staff and of IFAW operational requirements.
- Must be available to participate in an on call rotation to provide support 24x7x365
To apply, please submit resume and cover letter at https://www.ifaw.org/careers
