Work remotely from anywhere as a Software Developer

Desktop Support, Tier II

The Desktop Support Technician, II is responsible for total support and troubleshooting of the Academic Analytics end-user environment and executing device lifecycle management activities including fulfilling, provisioning, deployment, support and asset disposition.  Primary responsibilities will be Tier II issue resolution and support of all desktops, laptops, mobile devices, print services and basic networking.  This position interfaces directly with our coworkers and requires excellent customer service skills as well as technical knowledge.


  • Install, upgrade, support and troubleshoot printers, computer hardware, Windows 10 OS, Mac OS as well as other authorized desktop applications and peripheral equipment.

  • Perform general preventative maintenance tasks on computers, laptops, printers, servers and any other authorized peripheral equipment

  • Install, diagnose, repair, maintain, upgrade hardware and equipment to ensure optimal performance.

  • Troubleshooting and configuration of Apple products

  • Take ownership to remedy tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone or remote access) in a timely fashion

  • Provide direct end user assistance to include familiarizing users with basic software, hardware, peripheral device operation

  • Secure network by executing security and access policies

  • Work with manager to review current policies, procedures and objectives

  • Provide technical support to associates who are traveling or conducting meetings

  • Aid in security risk assessment of network

  • Provide guidance to tier 1 support staff to assist in their learning

  • Hardware and Software procurement management

  • Skills/experience needed:

    • Proficient in networks

    • Windows Server Administrator experience

    • Active Directory Administrator experience

    • Proficient in network security

    • Barracuda experience

    • IIS experience

    • Proficient in Windows and Mac OS

    • Azure experiencenecessary 

    • Participate in 24x7 on call

    • Experience and proficiency with technical support of Sales Force

    • Office 365 administration

    • 5 years’ experiencedesktop support

    • Minimum Bachelor degree or equivalent

    • Demonstrates strong customer service skills

    • Ability to communicate effectively both in person and over the phone and in writing

Academic Analytics

  • Location Not available
  • Size Not available
  • Timezone

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