Level II Support Analyst

The incumbent in this position is responsible for providing level II support to help desk personnel and over 300 plus end users via phone, email, or in person for PC software and hardware related problems. Analyze business needs and support network solutions on all platforms via LAN/WAN architecture. Resources to do the job require reliance on technical knowledge of network applications, MS Windows Active Directory, Windows operating systems and credit union policy. Strong skills in Windows XP operating systems and an understanding of Windows 2003 Active Directory Domain structure is a must. General supervision is received from the Manager of Information Systems and Technical Support.

Responsibilities include:

Customer Service: Takes level II tickets from the help desk and works directly with the internal customer to resolve the issue. Assists in maintaining virus protection software on all workstation devices and see that updates are being pushed. Check client PC’s for issues with viruses. Ensures Microsoft critical updates are maintained on all client devices. Provides assistance with remote connectivity via VPN and Citrix. Configures and supports FTP transfers for all credit union processes. Communicates well to the Systems Engineering and Network/Security groups on 3rd level support. Installs supports and maintains network printers and peripherals. Troubleshoots network problems and makes repairs where necessary. Identifies and resolves problems in a systematic and timely manor. Understands and works with Windows Terminal Server and Citrix Metaframe PS 4.5. Documents the current hardware and software systems and keeps the documentation up to date. Handles new hardware adds/removes on an ongoing basis including laptop imaging, roll out and replacement.

Answer Help Desk phone when necessary.

Completion of a Bachelor’s degree in Computer Science and minimum two years of system analyst experience working with customers on the phone, email, or in-person; or an equivalent combination of training and experience. Hands-on experience working with the following:

•Must have extensive knowledge building, scripting, and deploying hardware independent images using Symantec Altiris Deployment Solution or similar imaging products. Experience with utilities and tools such as MS Sysprep, msiexec, batch and VBScript.
•Must have extensive knowledge packaging applications and deploying with scripting, group policy and Symantec Altiris Deployment Solution or similar imaging product.
•Must have knowledge extensive knowledge of Windows XP Pro, Windows 7, Office 2003/2007, Outlook 2003/2007.
•Software and hardware inventory control, asset management….etc.
•Must have experience with Active Directory security groups, distribution groups, and an understanding of group policies/OU’s and how they impact users and computers.
•Must have experience with Exchange 2007 to create and manage mailbox access for users.
•Must have experience supporting users in a Citrix Presentation server environment and the ability to publish applications to users through application rights.
•Familiarity with Internet protocols, including: TCP/IP, FTP, SMTP, LDAP, DNS, SNMP, HTTP, SSL.
•Escalating customer issues through Senior Technicians or Support Manager as needed.
•Properly documenting and tracking customer cases while exhausting all troubleshooting techniques before escalating to Level III engineer.
•Basic knowledge of PC, Laptop and thin client computing technologies.
•Basic knowledge of Desktop Security Products, Anti-Virus, Anti-Malware, Anti-Spyware, Disk Encryption, Personal Firewall, and SSL VPN