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
• ...