Technical Support Analyst 2
Top Technical Skills
- Helpdesk Support & Ticketing Systems
Proficient in evaluating, routing, prioritizing, and resolving technical issues using helpdesk platforms. - Hardware & Software Troubleshooting
Hands-on experience with desktops, laptops, printers, AV equipment, and peripheral devices. - Telecom & Mobile Device Management
Skilled in managing desk phones, cell phones, and cellular connectivity, including troubleshooting and reconciliation. - Application Installation & Configuration
Experience installing and configuring software applications across various systems. - Inventory & Asset Management
Maintains accurate records of IT assets and supports inventory reconciliation.
Soft Skills & Professional Strengths
- Customer Service & Communication
Strong ability to communicate technical information clearly to non-technical users across all staff levels. - Team Collaboration
Works effectively in team environments and supports colleagues as needed, including acting as a backup for key roles. - Problem Solving & Escalation Management
Capable of resolving issues independently and escalating appropriately when necessary. - Reporting & Documentation
Prepares weekly reports and maintains detailed documentation of support activities and procedures. - Training & User Support
Provides training and guidance to end users and staff on IT systems and processes as needed.
| Skill | Required / Desired | Amount | of Experience |
| Telecommunications skills (POTS lines, VoIP, and cell) | Nice to have | ||
| A/V Systems Support | Nice to have | ||
| Helpdesk - Accurately log and resolve tickets. Serve as a point of contact. Escalate when necessary | Required | 2 | Years |
| Customer Oriented and Team Player | Required | 3 | Years |
| Computer diagnostics and remediation | Required | 3 | Years |
| Strong ability to effectively communicate | Required | 3 | Years |
| Additional duties as needed. | Required |
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