IT Analyst II

We are seeking a dedicated and detail-oriented IT Analyst to support the company's information technology infrastructure. In this vital role, you will ensure the optimal performance of IT systems, manage assets, and deliver exceptional support to internal users, contributing to the seamless operation of our organization.

Key Responsibilities:

• Monitor multiple IT systems to swiftly identify and resolve incidents, ensuring minimal downtime and maximum efficiency.
• Manage IT assets in accordance with company processes, utilizing ServiceNow and Power BI to track asset health, identify lost or missing equipment, and initiate appropriate actions.
• Oversee physical inventory in stock rooms and warehouses, ensuring sufficient stock levels of desktops, laptops, and accessories; prepare shipments for remote sites and track delivery status, maintaining clear communication with end-users.
• Assist with escalated asset issues by coordinating with technical teams to troubleshoot, resolve, and document resolutions.
• Schedule and coordinate warranty repairs, and manage lifecycle processes including recycling outdated equipment.
• Receive and prepare IT equipment from vendors; coordinate shipments to company locations, ensuring accurate and timely delivery.
• Perform basic application and infrastructure monitoring, logging, and data collection to support proactive maintenance.
• Create, route, and manage ServiceNow incident tickets, ensuring timely resolution and closure.
• Diagnose and resolve end-user technology issues, providing high-quality customer support.
• Support facilities projects requiring infrastructure technology upgrades or installations.
• Collaborate with various IT teams on field projects, including networking and infrastructure enhancements.
• Complete administrative tasks, such as imaging new or restored desktops and laptops, maintaining hardware and software inventory.
• Maintain consistent reliability and punctuality to meet organizational needs.
• Perform additional duties as assigned, contributing to team success.
• Maintain a valid driver’s license for on-site support activities as required.

Qualifications & Skills:

• Strong knowledge of computer hardware, desktop/laptop operating systems, and Microsoft Office Suite.
• Familiarity with networking concepts, including IP addressing, switching, and routing (CISCO preferred).
• Experience with infrastructure technologies such as virtualization, Windows Server, Linux OS, and event monitoring tools.
• Ability to understand and support current infrastructure technologies, including virtualization platforms and data logging.
• Good communication skills; capable of interacting effectively with clients and stakeholders, providing excellent customer service.
• Experience with incident management tools like ServiceNow, with an understanding of escalation processes.
• Analytical skills; capable of troubleshooting hardware/software issues, analyzing system data, and performing system evaluations.
• Proficiency with data reporting tools such as Excel.
• Ability to read, write, and communicate fluently in English.
• High school diploma or equivalent; technical certifications related to IT support or networking are a plus.
• Valid driver’s license required for field support activities.