Technical Support Analyst (57680)

Position Summary:
The System Support Analyst II is responsible for providing advanced technical support while helping maintain the stability, security, and efficiency of the organization’s IT environment. This role serves as an escalation point for complex support issues and works closely with end users, Operations, and the IT Data Team to develop reporting solutions, dashboards, and business intelligence tools using Power BI. The role also provides customer-facing technical support for the ViAQ product and helps administer and improve the Zendesk support platform. The ideal candidate combines strong technical troubleshooting skills with the ability to translate business needs into actionable data insights.

Technical Support & Systems Administration:
• Provide Tier 1 and 2 technical support for hardware, software, networking, mobile devices, printers, and business systems.
• Troubleshoot and resolve escalated issues related to Windows operating systems, Microsoft 365 applications, Android devices, and enterprise applications.
• Monitor and manage support tickets from intake through resolution, ensuring timely communication and service excellence.
• Coordinate with infrastructure, application, and security teams to resolve higher-level technical issues.
• Assist with system deployments, upgrades, patching, and configuration changes in accordance with IT standards.
• Support user account management, permissions, device provisioning, and onboarding/offboarding activities.

Documentation & Process Improvement:
• Maintain accurate records of incidents, service requests, troubleshooting steps, and final resolutions within the help desk system.
• Develop and maintain internal knowledge base articles and Standard Operating Procedures (SOPs).
• Identify recurring issues and recommend process improvements or long-term solutions.

Product Support:
• Provide technical support to external customers using the ViAQ product, including troubleshooting, issue resolution, and escalation as needed.
• Build, configure, and maintain Zendesk as the primary customer support platform for ViAQ.

• Establish and support ViAQ customer service channels through Zendesk, including email and phone support.
• Develop and maintain policies, processes, workflows, and Standard Operating Procedures (SOPs) for ViAQ customer support.
• Implement Zendesk automation, routing, notifications, and escalation procedures to improve customer response and resolution times.
• Create and maintain ViAQ customer-facing and internal knowledge base documentation.
• Track support trends, recurring issues, and customer feedback and work with the appropriate IT and ViAQ teams to identify improvements.
• Develop reporting and KPIs within Zendesk to measure ticket volume, response times, resolution times, and customer service levels.

Power BI & Reporting:
• Design, develop, and maintain Power BI dashboards, reports, and data visualizations for Operations teams.
• Collaborate with Operations departments to gather reporting requirements and convert business needs into meaningful dashboards and KPI reporting.
• Partner with the IT Data Team to ensure data accuracy, consistency, governance, and integration across systems.
• Create recurring operational reports using Power BI, Excel, SQL queries, or other reporting tools.
• Analyze trends in operational and IT data to provide recommendations that improve efficiency and decision-making.
• Support users with report access, training, and interpretation of dashboards and analytics.

Security & Compliance:
• Ensure all support activities comply with company IT security standards and policies.
• Assist with endpoint security, MFA, patch compliance, and incident reporting.
• Support audits and data governance initiatives as needed.