IT Analyst II

Number of openings: 2.

Overview
Client is seeking an experienced IT professional to provide high-touch technical support and exceptional customer service to executive-level users and administrative staff. This role serves as a key technology resource, helping to resolve issues quickly while maintaining a proactive approach to preventing business disruptions.

The position requires advanced troubleshooting expertise, strong communication skills, and the ability to support executives in a fast-paced environment. This is a fully onsite role with participation in executive on-call support.

Core Responsibilities
• Provide technical support for executive-level customers, administrative staff, and senior leadership, including problem recognition, research, isolation, resolution, and follow-through.
• Respond to, document, and create incidents, tasks, and service requests for all work performed.
• Deliver proactive IT support by identifying and addressing potential issues before they impact customers.
• Support approved desktop computing equipment, software, mobile devices, services, installations, upgrades, and approved non-standard technologies.
• Deploy, configure, and maintain smartphones and tablets, including personal devices used by certain executives.
• Participate in an on-call rotation supporting executives, including 24x7 support requirements for some C-suite executives.
• Identify recurring issues, document problems, and escalate to appropriate support teams.
• Communicate potential customer and technical issues to management in a timely manner.
• Serve as a liaison between technology teams and business units to facilitate effective support and service delivery.
• Recommend and implement improvements to processes and procedures.
• Follow Incident Management, Request Fulfillment, and Problem Management processes.
• Apply established priority and service management practices to meet performance metrics and avoid service breaches.

Essential Qualifications, Skills, and Technologies
• Bachelor’s degree or equivalent work experience and knowledge.
• Minimum of five years of experience in infrastructure support, desktop support, or a related technical support environment.
• Advanced technical troubleshooting and problem-resolution skills.
• Strong customer service skills with the ability to function effectively in high-pressure situations.
• Experience providing fast, responsive support to customers and managing multiple priorities simultaneously.
• Strong remote support capabilities and experience using remote support tools.
• Advanced knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams, as well as Windows operating systems and standard enterprise software.
• Strong troubleshooting skills for iPhone and Android devices, including data transfers and device management using Microsoft Intune.
• Knowledge of home wireless networking, home internet connectivity, and support coordination with internet service providers.
• Excellent interpersonal and communication skills, with the ability to explain technical concepts in business-friendly terms.
• Strong attention to detail, organizational skills, adaptability, and the ability to work independently or collaboratively.
• Ability to build professional relationships and interact effectively with all levels of the organization.
• Ability to learn new technologies, support non-standard solutions, and adapt to changing business needs.

Preferred Skills or Experience
• Experience supporting C-suite executives in a corporate environment.
• Leadership skills and the ability to guide initiatives or projects.
• Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.
• Innovative and creative problem-solving abilities.
• Experience with prioritization, scheduling, and workload management with minimal supervision.
• Ability to lead a project and proactively seek guidance when needed.
• Strong business ethics.
• Flexibility to support varying work schedules.

Work Details
• Fully onsite position.
• Standard schedule of 40 hours per week with after-hours on-call responsibilities.
• Executive support on-call rotation, including potential 24x7 support requirements for certain C-suite executives.
• Minimal domestic travel as needed; occasional international travel may be required as part of a global team.
• This position does not support immigration sponsorship.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.