IT Support Analyst II
Long Term Contract – Strong Potential To Convert Full Time
Onsite – Northwest Metro Atlanta
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The IT Support Analyst II is responsible for providing technical support and troubleshooting assistance to our client’s employees across hardware, software, and network-related issues. This role serves as a key point of contact in a call center environment, diagnosing and resolving technical problems while delivering high-quality customer service.
Key Responsibilities:
- Provide Tier II technical support for desktop, laptop, software, hardware, and network issues.
- Install, configure, and maintain PC hardware, software, and peripheral devices.
- Respond to user inquiries and troubleshoot technical issues via phone, email, and remote support tools.
- Guide users through step-by-step troubleshooting in a clear, professional, and user-friendly manner.
- Escalate complex issues as needed and collaborate with internal IT teams to ensure timely resolution.
- Document support activities, resolutions, and system updates in the ticketing system.
- Provide one-on-one end-user assistance and training when required.
Qualifications:
- Experience supporting Windows-based desktop environments and standard business applications.
- Strong troubleshooting skills across hardware, software, and network connectivity issues.
- Excellent communication and customer service skills.
- Ability to work effectively in a fast-paced call center or help desk environment.
- Experience with ticketing systems and remote support tools preferred.