DescriptionAre you passionate about end-user technology and customer service? Do you enjoy working in a fast-paced IT environment? We are seeking a highly motivated, innovative Level 2 IT Support Analyst to provide phone, email, and onsite technical support and assist with corporate infrastructure projects. Under the general direction of the Senior Manager of the Service Desk, this position will provide technical support for user assistance in all assigned software applications, support processes, maintenance of desktop/laptops, phones, basic network connectivity, user account management and permissions, audio/video, projectors, room, and desktop video conferencing, and assisting the operational teams as necessary. This position will also support Corporate IT infrastructure projects including global PC/Server patching, PC imaging process, and Anti-Virus and device management deployment.Major Responsibilities:
Collaboration Support – Educate and advocate use of collaboration environments (O365, Outlook, Teams, SharePoint, OneDrive). Demonstrate the efficiency and effectiveness of collaboration within the organization, across organizations, and with customers including support of all meeting room technology.
Acts as mentor to peers through the sharing of technical IT knowledge and guidance.
Maintains a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Security – Understand and assist with the tools and processes required to identify, test, deploy and support security patches and antivirus definition files to all PCs and servers.
Issue Resolution: Troubleshoots, diagnoses, and resolves end-user and network issues. Researches, analyzes, and recommends the implementation of software or hardware changes to rectify any deficiencies or to enhance network performance.
Network Connectivity: Provides support for network connectivity or related network issues for the user community.
Performs related duties and fulfills responsibilities as required.
Required Education / Experience / Skills:
An advanced degree in Information Technology or related field and/or two (2) plus years of equivalent work experience.
Experience supporting a hybrid remote work-from-home and in-office workforce.
Experience supporting Office 365 and identity management components.
Additional Certifications such as MCP, A, CompTIA A+ preferred.
Excellent technical knowledge of laptop computers and Service Desk hardware, including but not limited to Windows 11 laptops and some experience with Active Directory.
Strong ability to quickly learn new information system technology.
Strong organization and multi-tasking skills.
Strong analytical skills: ability to think big and scale quickly.
Excellent interpersonal, communication, and influencing skills to establish trust, credibility, and rapport at all levels of the organization; seen as humble, direct, and authentic.
Desired Qualifications:
Knowledge of commercial enterprise-level tools and products to provide network services.
Prior experience working in Helpdesk and/or server management roles.
Background working closely with IT admins and engineers in a corporate environment.
Familiarity with Windows-based server technologies.
Informing – Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization; provides individuals information so that they can make accurate decisions; is timely with information.
Interpersonal Savvy – Relates well to all kinds of people, at all levels in the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Peer Relationships – Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers
Required Skills
Advanced knowledge of laptop computers and Service Desk hardware.
Experience with Windows 11 laptops and Active Directory.
Familiarity with Office 365 and identity management components.
Knowledge of commercial enterprise-level tools and products for network services.
Experience in Helpdesk and/or server management roles.
Understanding of security patches and antivirus definition files deployment.
Excellent customer service and communication skills.
Ability to maintain a first-class level of customer service.
Strong interpersonal skills to establish trust, credibility, and rapport at all levels.
Strong analytical skills to troubleshoot, diagnose, and resolve end-user and network issues.
Ability to research, analyze, and recommend software or hardware changes.
Strong organization and multi-tasking skills.
Ability to quickly learn new information system technology.
Ability to educate and advocate the use of collaboration environments (O365, Outlook, Teams, SharePoint, OneDrive).
Experience supporting meeting room technology.
Ability to act as a mentor to peers through sharing technical IT knowledge and guidance.
Ability to build constructive and effective relationships using diplomacy and tact.
Pay and BenefitsThe pay range for this position is $20.00 - $28.00/hr.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a hybrid position in Neenah,WI.Application DeadlineThis position is anticipated to close on Apr 10, 2025.About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.