HMSHost Careers

IT Support Analyst II

Bethesda, MD

Information Systems

Job Description

Location: Corporate Systems
Unit Name: Customer Support Desk
Unit Code: 9FI9SY21
Hourly Rate (if applicable):


The IT Support Analyst II is responsible for providing technical support to customers and providing assistance to IT Support Analyst Is, ensuring that excellent customer service is provided to both internal and external customers. This is a nonexempt position and typically reports to the Helpdesk Manager.

Essential Functions:
  • Responds to incoming requests for technical support and assistance
  • Provides first contact/first level resolution for majority of incoming requests and provides desk side/remote support to perform diagnostics and analyze issues
  • Provides Tier II support by addressing more complex issues than IT Support Analyst Is
  • Installs approved applications and images on company-provided computers or mobile devices
  • Properly assigns/escalates issues to other support teams as required, and follows up to ensure completion
  • Captures and documents knowledge solutions for internal reuse and customer self-service
  • Provides technical troubleshooting assistance and guidance to IT Support Analyst Is
  • Adheres to customer service policies, procedures, goals, and guidelines
  • Works assigned schedule, including evening, weekend, and holiday coverage as needed
  • Develops and maintains solid working relationships with others across the IT department

Minimum Qualifications, Knowledge, Skills, and Work Environment:
  • Requires an Associate's degree in a technical field or related course of study
  • Requires 2+ years of customer service center experience in high call volume, large multi-operating system environment
  • Requires 1+ years support experience in a LAN, WAN or data communications environment
  • Requires strong troubleshooting and problem-solving skills
  • Requires proficiency supporting Windows 7, MS Office 2010, Adobe Acrobat, Internet Explorer, and Outlook
  • Must have the ability to work as a part of a cross-functional team and to interact with all levels of the organization, including senior management and operations
  • Demonstrates attention to detail, good time management, customer service, and organization skills
  • Requires strong problem solving, communication and interpersonal skills
  • Relevant industry certifications (CompTIA, Microsoft, HDI) preferred

Equal Opportunity Employer (EOE)
Minority/Female/Disabled/Veteran (M/F/D/V)
Drug Free Workplace (DFW)

Schedule Full time
Shift Day Job
Job Level Corporate
Expertise Information Systems
Job Type Standard
Location MD - Bethesda - Corporate Office