The Technology Support Analyst (Level 2) reports to the Technology Services Manager and provides advanced technology support and customer service to all firm employees. The Technology Support Analyst (Level 2) works in tandem with the Level 1 Service Desk to resolve inquiries to a wide range of technology requests, including firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices quickly and accurately. The Technology Support Analyst will act as the first escalation point for the Level 1 Service Desk and will collaborate with Level 3 analysts to research and troubleshoot complex high priority and high impact issues while ensuring a high degree of customer service. The Technology Support Analyst Level 2 is responsible for providing individual and small group education on firm-supported software and hardware, will identify training needs, prepare training materials, conduct new onboarding training.
Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
Collaborate with the Level 1 Service Desk to troubleshoot requests prior to escalation to a Level 3 analyst.
Provide explanation and training to Level 1 Service Desk to build technical knowledge, including firm policies and procedures.
Clearly and concisely log details using the Service Desk ticketing system, including the opening,
closing, resolution, escalation, and tracking of user requests. When escalation to Level 3 is required, ensure information is thorough and current to ensure an effective handoff.

Target pay between $75-$100K

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