Technology Support Analyst II

As a Technology Support Analyst II, you will play a key role in supporting end users across a fast-paced professional services environment. You'll provide day-to-day support for desktop and laptop hardware, software applications, mobile devices, conference room technology, and collaboration tools. Success in this role requires strong troubleshooting skills, excellent customer service, and the ability to prioritize multiple requests while maintaining a calm, professional approach.

This position is ideal for someone who enjoys working directly with users, collaborating with technical teams, and providing reliable technology solutions that enable business success.

The role is fully on-site and may involve occasional after-hours support, maintenance activities, special events, and offsite technology assistance when needed.

End-User Support: Provide day-to-day support for laptops, desktops, mobile devices, software applications, peripherals, and related technology.

Technical Troubleshooting: Diagnose and resolve hardware, software, operating system, network, and connectivity issues using structured troubleshooting methodologies.

Customer Service Excellence: Deliver prompt, professional, and courteous support while managing multiple priorities and maintaining a high level of customer satisfaction.

Ticket Management: Manage incidents and service requests through the ticketing system, ensuring accurate documentation, ownership, and timely resolution.

Windows & Microsoft Support: Support Windows 11, Microsoft 365 (M365), Microsoft Office, Microsoft Teams, Microsoft OneDrive, and related productivity applications.

Remote Access Support: Troubleshoot and support remote computing technologies, including Citrix, Virtual Private Network (VPN), and remote access tools.

Mobile Device Support: Configure, maintain, and troubleshoot Apple iPhone, iPad, and iOS devices, including mobile device management solutions.

Collaboration Technology: Set up, support, and troubleshoot Zoom, Webex, and Microsoft Teams meetings and conferencing environments.

Conference Room Technology: Install, configure, and support audio visual equipment, presentation tools, projectors, screens, and video conferencing systems.

Voice & Communication Systems: Assist with Voice over Internet Protocol (VoIP) telephone systems, call management tools, and user support requests.

Knowledge Sharing: Document solutions, procedures, and technical findings to improve team efficiency and service delivery.

Team Collaboration: Partner with technical teams across the organization to escalate issues, share expertise, and drive successful resolution of complex problems.

Project & Rollout Support: Follow documented procedures, quality standards, and checklists while assisting with technology rollouts, upgrades, and special initiatives.

Offsite & Event Support: Provide technology support for remote meetings, trial setups, client locations, and special business events as needed.

Maintenance & After-Hours Coverage: Participate in firm-wide maintenance windows, occasional overtime, and on-call support when business needs require.

The schedule for this position is:

Monday through Friday from 9:00 am - 5:00 pm