The IT Support Analyst II plays a pivotal role in optimizing service operations, resolving technical challenges, and enhancing user experiences. This position is responsible for analyzing performance data to identify trends, implementing long-term solutions, and streamlining workflows to boost efficiency and user satisfaction. The Analyst leads Service Desk operations, curates and maintains IT knowledge repositories, and designs potential training programs to elevate technical expertise and customer service excellence. Additionally, the IT Support Analyst II oversees IT projects and testing, acts as a liaison between departments, and provides advanced support and mentorship for the IT Support Analyst I role.
Responsibilities:
Analyze performance data to identify trends and implement long-term solutions. Streamline workflows to enhance efficiency and user satisfaction. Lead Service Desk operations, ensuring timely and effective resolution of technical issues. Curate and maintain IT knowledge repositories. Resolve complex technical issues in collaboration with cross-functional teams. Design and implement training programs to improve technical expertise and customer service skills. Oversee IT projects and testing, ensuring successful project delivery. Reengineer support workflows to improve customer experiences. Act as a liaison between departments to facilitate communication and collaboration. Provide advanced support and mentorship for IT Support Analyst I team members. Oversee Service Desk financial operations, including purchasing, training, and maintenance scheduling. Minimum Qualifications:
Bachelor's degree in information technology, Computer Science, or a related field. Minimum of 3-5 years of experience in IT support or a similar role. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Proven ability to lead and mentor junior team members. Experience with IT project management and testing. Proficiency in IT service management tools and practices. Preferred Skills:
Certifications such as ITIL, CompTIA A+, or similar. Experience in developing and delivering training programs. Familiarity with knowledge management systems. Work Environment:
Office-based with occasional remote work options. Collaborative and fast-paced environment. Starting pay: $26.63 per hour. WPI's includes a robust retirement match, wellness perks, tuition assistance, and more!
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Analyze performance data to identify trends and implement long-term solutions. Streamline workflows to enhance efficiency and user satisfaction. Lead Service Desk operations, ensuring timely and effective resolution of technical issues. Curate and maintain IT knowledge repositories. Resolve complex technical issues in collaboration with cross-functional teams. Design and implement training programs to improve technical expertise and customer service skills. Oversee IT projects and testing, ensuring successful project delivery. Reengineer support workflows to improve customer experiences. Act as a liaison between departments to facilitate communication and collaboration. Provide advanced support and mentorship for IT Support Analyst I team members. Oversee Service Desk financial operations, including purchasing, training, and maintenance scheduling. Minimum Qualifications:
Bachelor's degree in information technology, Computer Science, or a related field. Minimum of 3-5 years of experience in IT support or a similar role. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Proven ability to lead and mentor junior team members. Experience with IT project management and testing. Proficiency in IT service management tools and practices. Preferred Skills:
Certifications such as ITIL, CompTIA A+, or similar. Experience in developing and delivering training programs. Familiarity with knowledge management systems. Work Environment:
Office-based with occasional remote work options. Collaborative and fast-paced environment. Starting pay: $26.63 per hour. WPI's includes a robust retirement match, wellness perks, tuition assistance, and more!
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