Technical Support Analyst II
Ilitch Holdings - Detroit, MI

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Job Summary: With limited direct supervision and according to established policies and procedures, provides advanced computer hardware and software deployment services and support. Also, provides technical project management and technical consulting services.

Essential Job Functions:
Provides comprehensive technical support for users as well as support for remote users.

Works with the Help Desk and Server and Network support staff as appropriate to determine and resolve issues received from clients.

Coordinate handling of PC requests. This includes the evaluation of the desired PC and departmental applications, determine proper specifications/configuration and installation and deployment of equipment.

Provide technical consulting services and serves as a technical liaison for other Ilitch companies’ IT-related projects and support requirements.

Assess current and future hardware and application needs at the Ilitch Holdings, Inc. department level and provides recommendations.

Provide advanced technical expertise, knowledge, and experience to technical services colleagues - including training and orientating staff on the use of new hardware and software

Interact and coordinate with vendor support contacts to resolve vendor provided hardware, software and services issues.

Implement and provide input on Information Services policies, procedures and standards for client, corporate and venue systems.

Create and maintain necessary documentation for personal computers and other technical related activities in the Information Services help desk.

Required Skills

Bachelor degree in Computer Science, Information Systems or related degree with applicable certifications. Equivalent experience may be considered in lieu of formal education or certification.

Three (3) to five (5) years experience in a combination of Windows server support, wireless networking topology, Cisco (or others) network equipment (switches, routers, etc.) and demonstrated ability to provide technical support for personal computers, printers and other peripherals in a corporate environment.

Demonstrated ability to provide technical customer service to a variety of levels in an organization, from executives to entry level.

Evidence of ability to effectively function in a multi-tasking environment.

Demonstrated analytical ability and problem solving skills.

Evidence of ability to exercise independent judgment and make business-effective decisions.

The ability to work non-business hours and weekends.

Valid driver’s license, insurance and ability to travel and adhere to corporate travel policies.

Required Experience