Technical Support Analyst focused on technical support in B2B and B2E environments. Involvement in Java application maintenance and development with client relationship management.
About the role
- Tier 2 Floor Support Technician providing advanced technical support for enterprise IT systems and devices. Ensuring seamless technology operations for internal teams and stakeholders.
Responsibilities
- Manage Mobile Device Management (MDM) using Microsoft Intune, including device configuration, compliance, and security
- Install and troubleshoot networked smart devices and related applications through Verizon Portal Access and Microsoft Endpoint Manager
- Configure, support, and troubleshooting Video Teleconferencing (VTC) hardware and software, including room and meeting setups
- Support server moves and configurations, ensuring data integrity, proper network configuration, and minimal downtime during physical relocations
- Track, manage, and resolve IT support tickets using ServiceNow
- Deploy operating systems and applications using SCCM and Pixie Boot, ensuring consistent image builds across multiple devices
- Escalate challenging issues to the appropriate technical teams and act as a liaison between end users and support/escalation teams
- Configure devices, install software, and verify that all systems are operational prior to deployment
- Utilize RSA Console and Active Directory (AD) for authentication, account creation, permissions, and secure access management
- Follow ITIL methodology for change and risk management processes and lifecycle activities
- Maintain and update Standard Operating Procedures (SOPs), guides, and technical documentation
- Configure and implement updates using Universal Management Suite (UMS) for IGEL thin client software running on Linux
Requirements
- 3+ years of experience in IT support, desktop support, or a Tier 2 technical role
- Strong experience with Microsoft Intune, SCCM, Active Directory, and ServiceNow (or similar ITSM tools)
- Experience supporting VTC systems and enterprise endpoint environments
- Demonstrated troubleshooting skills across hardware, software, and network environments
- Knowledge of ITIL best practices and change management principles
- Excellent customer service, communication, and interpersonal skills
Benefits
- full benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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