Support Analyst II

Computer Aid, Inc.
Dover, DE
28 Feb 2025

Vacancy expired!

Job PurposeThe Support Analyst 2 role is a mid-level position that ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. This position requires onsite work in Dover, Delaware.

Duties and Responsibilities

Provide General IT end-user support including:
  • Field incoming help requests from end users via both telephone and work orders in a courteous manner
  • Build rapport and elicit problem details from help desk customers
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician/supervisor
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
  • Apply diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Perform hands-on fixes, when appropriate, at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
  • Test fixes to ensure problem has been adequately resolved
  • Perform post-resolution follow-ups to help requests
  • Develop help sheets and knowledge base articles for end users
  • Perform related duties consistent with the scope and intent of the position
  • Other duties as assigned Required Skills/Abilities

Qualifications

Experience/Education - Required
  • 2+ years' experience in a technical support role
  • Associates degree in Information Technology or related field; in Lieu of degree 5 years’ work experience in related field required

Technical Skills - Required
  • Experience with desktop operating systems including Windows 10 support
  • Extensive application support experience
  • Working knowledge of a range of diagnostic utilities such as Event Logs and registry issues
  • In-depth knowledge of computer hardware
  • Asset Management
  • Active Directory Experience
  • Desktop and Laptop hardware support experience including PC imaging
  • Understanding of LAN/WAN technologies and protocols
  • Strong troubleshooting and documentation skills

Other Requirements

  • Must be available to work onsite in Dover, Delaware

  • Occasional after-hours support as needed
  • Exceptional communication skills (written and oral)
  • Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills
  • Strong attention to detail and documentation skills
  • Excellent work ethic
  • Problem-solving skills
  • Solution driven
  • Detail oriented

Work Environment & Physical Requirements
  • Spends the majority of the day in a stationary position
  • Controlled climate office environment which would include own desk/cubicle space
  • Operating a computer and communicating over the phone

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities. CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve. Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. For more information on our professionals, services, and industries we support, please see our website www.cai.io.

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111. This email is

only intended for candidates who need an accommodation or assistance completing the application or interview process and will

not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/
  • ID: #49379332
  • State: Delaware Dover 19901 Dover USA
  • City: Dover
  • Salary: Depends on Experience
  • Job type: Permanent
  • Showed: 2023-02-28
  • Deadline: 2023-04-22
  • Category: Et cetera