Analyst II, Technical Support

**I. Job Summary**

Under general supervision, configures and deploys complex software solutions across desktop and mobile environments. Delivers advanced end‑user computing support, resolving sophisticated hardware and software issues through expert diagnostics, while appropriately escalating or delegating complex cases to ensure timely resolution.

**II. Essential Duties and Responsibilities**

+ Provide reliable, customer focused IT support to market and corporate users through effective troubleshooting, collaboration, and escalation.
+ Support desktop, hardware, software, and application issues across office and field environments while developing technical expertise and stakeholder relationships.
+ Support Tier 2 and select Tier 3 tickets escalated from the Digital Service Center; escalate complex issues as needed
+ Troubleshoot moderately complex desktop, application, network, and hardware issues by reproducing incidents and validating configurati...