IT Support Center Analyst II | IT - Technical Customer Support

Overview

🖥️ Resolve issues. Empower users. Keep technology running.

 

💻 Work Style: Onsite📍 Location: St Agustine, FL 🕒 FTE: Full-Time (1.0 FTE)⏰ Schedule: Monday – Friday

 

  

Provides advanced technical support by troubleshooting and resolving hardware, software, and system issues to ensure reliable end-user operations. Diagnoses technical problems through direct user interaction, manages incident tickets, and escalates complex issues when appropriate. Evaluates IT infrastructure, recommends system improvements, and promotes best practices for technology use and security. Supports and mentors junior team members while delivering timely, effective solutions that enhance user productivity and maintain a stable, secure IT environment.

 

Responsibilities

Key Responsibilities

• Provides essential technical support by troubleshooting and resolving hardware and software issues.
• Diagnoses technical problems through user interaction and manages incident tickets.
• Escalates complex technical issues when necessary.
• Assists in evaluating IT infrastructure and recommends system improvements.
• Provides guidance on technology best practices and security protocols.
• Supports and trains junior team members to strengthen overall team capabilities.
• Operates with limited supervision while ensuring timely resolution of user support requests.

Qualifications

Minimum Qualifications

• 3+ years of experience in IT technical support, desktop support, or help desk roles.
• Proficiency in diagnosing and resolving hardware, software, and end-user technical issues.
• Experience managing incident tickets and escalating complex technical problems when appropriate.
• Strong communication and collaboration skills with IT teams, business partners, and end users.
• Ability to train, mentor, and support junior technical staff while promoting IT best practices.