Desktop Support Analyst II

Company Overview

Asset Marketing Services, LLC (AMS) is a leading direct-to-consumer collector platform, currently focusing on high-end collectibles and bullion. Our company vision is to bring the obsession with beauty, scarcity and value to life for our customers. Our customer's passion fuels our purpose at AMS.

Founded in 1984, AMS started as a client-service company for the telemarketing of collectible products for other companies. Over the years, the company has shifted its focus into developing its own customer base, accelerating its eCommerce capabilities and established a global footprint with our brands, GovMint, ModernCoinMart and LPM.

If you are interested in becoming part of an authentic, collaborative, and enthusiastic team within a company that prioritizes its employees' growth and development through training, team-building activities, and fostering employee engagement, we encourage you to apply and together we will shape a brighter future.

For more information about AMS, please visit our company website

Position Overview

The IT Support Analyst II will provide front-line primary technical support to end users on various technical issues and problems relating to software, hardware, and peripherals. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. The IT Support Analyst II must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

The Support Analyst II will also perform root cause analysis and solve or escalate typical to severe problems. This person will also recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, and network/telephony. This position will require independent work, sharing information and assisting others.

Essential Functions, Duties & Accountabilities

1. Manage requests pertaining to software and hardware.
2. Diagnose, troubleshoot and identify underlining reasons for software and hardware issues.
3. Resolve and address software and hardware issues effectively.
4. Thoroughly, precisely and promptly record tasks and activities.

Initial point of IT Support

1. Receive support tickets via phone calls/email/JIRA.
2. Take responsibility for, maintain and document support matters in Confluence.
3. Engage in troubleshooting until a solution is reached or appropriately escalate concerns.
4. Update and keep records current for additions, relocations, and modifications.

Application Support

1. Microsoft Office 2010, 2013, 2016, Office 365, Dynamics 365
2. Core Business applications

• Avaya (Telephony)
• Ecometry (ERP)
• Maximizer (CRM)
• Microsoft Active Directory
• Internal Web Applications

Hardware Support

1. HP Thin Client Terminals
2. Windows HP laptops
3. MacBook's
4. Avaya phones
5. Conference room equipment

Additional Functions, Duties & Accountabilities

1. Serve as a member of Information Technology Team and support others as necessary.
2. Maintain flexibility in work schedule to meet business needs.
3. Actively and positively contribute to the overall success of AMS through regular contributions to the general management of the company.
4. Participate and provide value in inter-departmental meetings, projects, and informal activities.
5. Support the company and other departments wherever and whenever your skills and experience would be beneficial.

Requirements

Educational Requirements

1. 2+-year college degree in Information Technology or 4+ equivalent experience.

Experience and Skills

1. 2-5 years' experience of background of practical involvement in a desktop support role for end-users or within a computer operations environment is required.
2. Proficiency encompassing Microsoft Office versions 2012 through 2016, along with Office 365, Windows 10 & 11, SQL familiarity including query syntax details, proficiency in Apple Macintosh systems, Active Directory, Exchange, and Telephony software is necessary.
3. Skilled in providing support through Remote Desktop for users.
4. Effective written and verbal communication abilities.
5. Display of favorable customer service skills.
6. Outstanding aptitude in troubleshooting.
7. Demonstrating independent judgment when determining task priorities within a spectrum of assigned projects.
8. Dedication to collaborative and team-oriented approaches.
9. Willingness and capacity to acquire proficiency in novel systems, procedures, and technologies.

Benefits:

AMS believes that investing in our employees is critical to having a successful company. We offer competitive compensation and benefit programs. Our Benefit programs include: Medical, Dental, Vision, HSA & FSA Plans, Accidental & Critical Illness, Life Insurance, Disability, AD&D, 401(k) Employer Match, Quarterly Profit Distribution, Paid Holidays and 16 Paid days of Personal Time Off.

Closing:

AMS is an equal opportunity employer and is committed to hiring practices and a workplace environment that provides equal opportunities for all without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, marital status, pregnancy, or any other characteristics protected by federal and state law.

Asset Marketing Services, LLC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. See E-Verify's official poster at