IT Support Analyst Level II - Waukesha, WI

Talon of NC, LLC is looking for a Level 2 IT Support Analyst on 1st, 2nd, and 3rd shifts to join our fast-growing and dynamic team in our Waukesha, WI location. The IT Support Analyst is primarily responsible for supporting Talon of NC’s Healthy IT customers in the form of providing timely and enthusiastic remote and onsite support. Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments – all within a structure that is extremely fast-paced and demanding. Organizational skills are critical to handle the prioritization of workload while simultaneously being able to effectively manage customer expectations to ensure 100% satisfaction. The candidate serves as the face of Talon of NC, LLC. to its customers and therefore must hold themselves to the highest ethical and professional standards. This position will report to the firm’s Vice President of Technical Services.

To Apply: email your resume/CV to careers@talonhit.com

Department: IT Managed Services
Project Location(s): Waukesha, WI
Education: Associates or Higher or Equivalent Required
ESSENTIAL RESPONSIBILITIES
  • Does an excellent job managing client expectations and perception
  • Must be able to set appropriate expectations for walk up requests that may be initiated while on-site at a client location
  • Follows through with users whose issues are not closed on initial contact – which may include additional communication to the user, a supervisor, or other support areas within the team
  • Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system
  • Follows proper escalation procedures as defined by management
  • Ensure customers receive prompt, accurate and courteous service
  • Setup new computers and users along with basic user training
  • Perform VOIP troubleshooting and setup
  • Assists other team members and/or work alone on IT projects
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
  • Microsoft Certified Professional (MCP) or A+ Certified, preferred
  • Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Meraki and VMware technologies
  • Minimum of two (2) years customer service experience
  • Significant experience configuring, maintaining, and troubleshooting all versions of Microsoft Windows operating system
  • Office 365 Management
  • Basic networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologies
  • Experience with mobile device support (iPhone, Android, Windows Mobile)
  • Must be a team player and build good working relationships across all functions
  • Must have a strong personal drive for delivering great customer service, and thrive in a fastpaced, high energy environment with a proactive focus
  • Need to be flexible, adaptable, and possess creative problem-solving skills
  • Must demonstrate strong written and verbal communication
  • Ability to work late shift and/or on-call rotation
  • Ability to bend, stoop & carry at least 50lbs
  • Insurable driving record, current driver license and reliable transportation
  • 2 Year Associates or Bachelor’s degree in Information Technology or 3 years’ equivalent experience is required.