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Technical Support Analyst II

4024 Stirrup Creek Drive, Suite 100 Durham, NC 27703; 615 Douglas Street, Suite 500 Durham, NC 27705

Our vision is a world of peaceful relationships with food, weight, and body image, where everyone with an eating disorder can experience recovery. We believe that exceptional, individualized care leads to lasting recovery from eating disorders. That’s why our teams are comprised of compassionate, dedicated professionals from a variety of backgrounds who collaborate to provide the very best evidence-based care for our clients at all levels of care. 

Position Summary: 

The Technical Support Analyst II role acts as the primary on-site support for all regional locations and as a point of contact for all incoming IT Support issues (via phone or ticketing system), providing troubleshooting and issue resolution for user issues. Incidents may be escalated to more experienced technical analyst as needed. The Technical Support Analyst II is also responsible for conducting routine IT Support processes from beginning to end.

Measurements for success include meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting guidelines of the Core Responsibilities matrix, and positive staff feedback. 

  Duties and Responsibilities: 

  • Provide on-site, in-person support to all regional locations.
    • Setup, configure, and install hardware and software as necessary on-site, when remote assistance is not a viable option.
    • Support IT team with routine set-up of workstations, phones and printers including office moves.
    • Occasional point-person working with IT Engineering team and vendors for on-site troubleshooting or installations as needed.

 

  • Provide advanced troubleshooting for escalated incidents from Tier 1, working with end-users across the organization remotely and in person.
    • Track and monitor incidents to ensure timely resolution, accurately document relevant information, and keep end users informed via email or telephone of the status of their requests.
    • Serve as application specialist for various end user software.
    • Escalate more complicated technical support issues to appropriate IT Staff.

 

  • Oversee routine IT Support processes, from user creation to workstation deployment, attention to detail and follow-through.
  • Mentors and helps train other Technical Support Analyst roles.
  • Develops and updates training materials and technical documentation as related to the needs of the business.
  • Helps plan and lead Service Desk related projects.
  • Keep leadership and management informed of priorities and projects with regular proactive communication and active monitoring of the environment.
  • Performs all other duties as assigned.

 Education Qualifications:

  • Associate’s (AA) degree in computer science or related area of study preferred.
  • 3+ years of experience in a customer service or IT support role is required; experience in a level 1 technical support role required.

 Professional Qualifications:

  • Customer service focus; positive attitude, warm and caring demeanor. 
  • Intermediate level proficiency with Windows Workstation OS’s and MS Office programs with ability to learn new programs and software as needed.
  • CompTIA A+ Certification preferred (or plans to obtain such within 1 year of hire date).
  • Advanced level proficiency with Active Directory and Office 365 in a Windows environment.
  • Familiarity with ITIL and ITSM principles, certification preferred.
  • Experience working in multiple AD domains preferred.
  • Experience with the following: Service Now, Microsoft Intune and Auto Pilot, VPN, Microsoft Azure, Bitlocker, Edge, Chrome, Ring Central, Citrix, Concur, Microsoft Authenticator, with ability to learn new programs and software as needed.

 Other Qualifications:

  • Must have valid driver’s license and be willing to travel across metro area on as-needed basis.

Workplace Environment: 

  • 60% sitting, 40% standing/moving.
  • Adheres to dress code standards; appearance is professional, neat, and clean.
  • Must be able to lift to 50 lbs.

  Competencies:

  • Excellent verbal and written communication skills that allow successful interaction with all levels of the organization. 
  • Demonstrated experience explaining complex information in a simplified manner via telephone, email, and in-person. 
  • Strong attention to detail and commitment to quality.

 

What we offer: 

Employee Benefits: We understand the importance of a well-rounded benefits package. That’s why we’re dedicated to providing a range of plans to meet your needs.  

For full-time employees, we offer: 

  • HSA and PPO insurance with HSA or FSA options (Blue Cross Blue Shield) 
  • Dental insurance (Delta Dental)
  • Vision insurance (EyeMed) 
  • Short-term and long-term disability insurance 
  • Company-paid life insurance 
  • 401(k) plan available two months after start date
  • Company 401(k) matching for up to 50% of your contribution, up to 6% of your compensation 

Paid time off is a crucial part of maintaining work and life balance. Our generous PTO plan accrues annually and begins with your first whole pay period. Eligible employees enjoy seven paid holidays and one floating holiday in addition to their regular PTO. 

 

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