Support Analyst II

This role involves providing technical support and assistance to users, ensuring smooth operation of systems and applications. The Support Analyst II will be responsible for troubleshooting issues, resolving incidents, and escalating complex problems to appropriate teams. This position requires strong analytical skills, excellent communication abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities:

Provide first and second-level technical support to end-users.
Troubleshoot and resolve hardware, software, and network issues.
Document support requests, resolutions, and recurring problems.
Escalate complex issues to senior support staff or vendors.
Contribute to the development of knowledge base articles and training materials.
Monitor system performance and identify potential issues.
Participate in projects to improve support processes and tools.

Requirements/Qualifications:

Minimum 2 years of experience in a technical support role.
Strong understanding of computer hardware and software.
Excellent problem-solving and analytical skills.
Effective communication and interpersonal skills.
Ability to work independently and as part of a team.
Experience with ticketing systems.
Familiarity with operating systems (Windows, macOS).

About the Company: ONIT is a technology company focused on delivering innovative solutions to businesses. They specialize in helping organizations optimize their operations and achieve their strategic goals through advanced technology and expert services.