Enterprise Technology Analyst

Role Overview

Compensation

• The projected salary range for this position is between 65,000 and 85,000, with no compensation cadence or currency specified in the source.

Technical Support Responsibilities

• Provide second-level support through phone, email, remote assistance, and in-person support at local facilities.
• Troubleshoot Windows 10/11, iOS, macOS, Microsoft 365, Teams, OneDrive, business applications, mobile devices, peripherals, and basic network connectivity.
• Log, categorize, update, escalate, and resolve support tickets while maintaining knowledge-base documentation.
• Install and configure software, drivers, hardware, patches, and updates.
• Track and manage IT equipment inventory, including distribution, setup, and retrieval.
• Promote IT security through policy adherence, timely patching, and employee education.
• Provide software and standard-procedure training and participate in Kaizen activities.

Tier 2 Support Duties

• Develop and recommend IT solutions using standard technologies and best practices.
• Visit company locations to address site-specific issues, support projects, and build local relationships.
• Support desktops, laptops, servers, networking equipment, printers, mobile devices, and accessories.
• Configure and troubleshoot Office 365 products including OneDrive, Teams, and SharePoint.
• Investigate and resolve issues with VOIP systems and mobile devices.
• Administer Active Directory accounts and security roles and support application and data backup and recovery.
• Participate in cloud, enterprise computing, infrastructure, and other cross-functional projects.
• Work with internal IT teams and vendor support contacts to identify and resolve issues.

Experience and Technical Skills

• Three to five years of relevant field experience.
• Proficiency with Microsoft Office applications including Word, PowerPoint, Excel, Outlook, and Teams.
• Knowledge of Windows operating systems, Office 365, Azure, Windows Server, and a range of computer equipment.
• Working knowledge of telecommunications, networking fundamentals, networking equipment, and TCP/IP.
• Strong problem-solving and troubleshooting skills related to IT systems and equipment.