IT SUPPORT ANALYST II -

We are seeking to hire an experienced Information Technology Support Analyst II  The main responsibilities include:-Intake of calls or walk ins and creating tickets within ServiceNow-Assist with loaner pool for users in iHub-Setting up and supporting conference room with AV/VC equipment-Troubleshoot and install software.-setting up and troubleshooting personal mobile device setups-Set up of conference rooms/committee rooms for hybrid Zoom meetings.

NO C2C  and No Sponsorship. This is an ONSITE Role in downtown Los Angeleles. Only considering Local Canddiates. 

 JOB DUTIES

1. Troubleshoots, monitors, and supports software and hardware; provides technical assistance to
customers.
2. Responds to requests regarding database, utilities, hardware, software, and system operation.
3. Receives customer requests, provides technical support, develops solutions, and verifies results.
4. Assists with creating information technology related documentation and may provide user training.
5. Assists in systems planning, analysis and recommending enhanced business solutions.
6. Assists in design, analysis, evaluation, testing, and implementation of solutions.
7. Performs other related Support Analyst job duties as required.

Knowledge of the following applications:

• Granicus
• Zoom
• ServiceNow
• Tanium
• SCCM
• Windows 11
• MS Office (Word,Outlook,etc)
• MS Teams
• Adobe
• Active Directory
• CheqRoom
• WS1

 INFORMATION SECURITY SUPPORT
1. Assists and responds to customers with system security related requests.
2. Reviews, adds, modifies, or deletes access controls for data, systems, and applications.
3. Installs and supports security related software and hardware on users systems.
4. Performs moves, adds, and changes of access controls in systems and applications.
5. Monitors software and hardware to provide technical security support to system users.
6. Assists with creating information technology related documentation and providing user training for
security requests.
7. Assists in creating roles and responsibilities, runs security assessments, and audits; may provide
reports and analysis.

HELP DESK SUPPORT
1. Responds to customer requests to resolve software and hardware issues; and escalates unresolved
issues.
2. Documents service requests, services provided, and solutions.
3. Remotely troubleshoots and installs software.
TECHNICAL ASSISTANCE CENTER SUPPORT
1. Assists with providing support for laptops, mobile handheld devices, and peripheral equipment.
2. Assists in preparation of presentations, reports, publications, and checks for compliance with internal
standards.
3. Assists with researching, evaluating, testing, and demonstrating new hardware and software for
executive management and Board.
4. Assists customers with creation of graphic designs and presentations.
5. Assists with developing procedural documentation and web pages.
6. Installs software, troubleshoots installation issues, and trains customers on usage.

DESKTOP/MOBILE SUPPORT
1. Provides support and resolutions on hardware issues related to the functionality of laptop, desktop,
mobile and peripheral devices; documents the resolution to issues reported by customers.
2. Provides support and resolutions on software issues and documents the resolution to issues reported
by customers.
3. Installs and configures personal computer base image software; learns to install and configure
specialty software.

VOICE SUPPORT
1. Assists in responding to customers with voice system related requests.
2. Programs voice systems hardware and software applications.
3. Monitors and analyzes voice hardware and software and provides technical support to system users.
4. Reviews, verifies, and processes voice billing through call detail reporting.
5. Monitors and maintains telecommunications circuit database.

INFORMATON TECHNOLOGY OPERATIONS SUPPORT

1. Monitors and operates Metropolitan’s Data Centers.
2. Performs nightly backups and executes off-hour processing.
3. Runs programs, reports, and handles special requests.
4. Executes enterprise-wide batch jobs.
5. Prepares data and media for off-site storage and retrieval; may perform data recovery.
6. Provides operations support for remote Disaster Recovery Data Center.
7. Performs destruction of tapes and disks using appropriate equipment.

Special Requirements

• Troubleshooting hardware and software issues
• Setting up and supporting conference room with AV/VC equipment
• Able to use ACD (automatic call distribution)