Analyst II, Technical Support

**I. Job Summary**

Under general supervision, configures and installs moderately complex software for IT users' desktops and mobile devices. Provides intermediate technical support (through Tier 2) for software and hardware of end-user computing. Provides troubleshooting to readily identify problems and/or technical issues and escalates to appropriate staff for resolution.

**II. Essential Duties and Responsibilities**

+ Provide reliable, customer focused IT support to market and corporate users through effective troubleshooting, collaboration, and escalation. Support desktop, hardware, software, and application issues across office and field environments while developing technical expertise and stakeholder relationships.
+ Support Tier 2 and select Tier 3 tickets escalated from the Digital Service Center; escalate complex issues as needed
+ Troubleshoot moderately complex desktop, application, network, and hardware issues by reproducing incidents and va...

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