Technical Support Analyst II

Job Summary

Reporting to the SR. Manager, IT End User Services, the Technical Support Analyst II is an integral part of the end user experience at UFA. They provide tier 2 technical support, address end user support requests, investigate incidents, and offer troubleshooting expertise to resolve issues as they arise. The Technical Support Analyst II demonstrates a strong focus on customer service, security, documentation, and adherence to ITIL processes to ensure reliable operation of the end-user computing environment.

The Technical Support Analyst II will support and interact with the following technologies and environments:

• Microsoft Windows desktop and laptop environments (Windows 11, Intune)
• Active Directory
• Remote Help, VPN, and virtualized environments
• Client/server-based applications
• Networking concepts (LAN/WAN, TCP/IP, Wi-Fi)
• HP, Microsoft, and similar end-user hardware platforms
• ...