IT Level II Analyst

JOB TITLE: IT Level II Analyst

DEPARTMENT: Information Technology

REPORTS TO: Systems Administrator

FLSA STATUS: Exempt

JOB TYPE: Full Time, Salaried

LOCATION: Remote/Gainesville, FL

COMPENSATION: $50K-$65K

SUMMARY OF POSITION

As a relationship driven and customer focused professional, you will help us continue providing our clients with the highest quality work and customer service. Our IT Level Analyst II is responsible for delivering expert-level technical support and serves as a key member of our Infrastructure and Support team. You will provide advanced applications, security infrastructure, and network support in a growing environment.

ESSENTIAL RESPONSIBILITIES

• Provide advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments, working on behalf of managed services clients.
• Diagnose and treat incidents.
• Responsible for opening, merging, and closing IT Tickets.
• Provide user support for initial training on equipment and software.
• Assist security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards.
• Adhere to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy.
• Communicate technical information clearly and effectively over the phone, in person, and in writing to clients.
• Effectively document client communication and resolution efforts via internal ticketing system in accordance with Company standards.
• Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Mentor and provide training to internal team members regarding security tools, policies, and incident response best practices.
• Install, test and update computer equipment (computers, servers, peripherals, programs. and software)
• Install, operate. and maintain network services, firewalls, switches, modems and other network devices following technical plans.
• Create quotes for products and services.

Requirements

QUALIFICATIONS

• 5+ years of experience within IT support, infrastructure, and networking roles.
• Strong proficiency in Office365 administration and troubleshooting required. Additional knowledge of public/private cloud (e.g., AWS) and virtualization technologies a plus.
• Microsoft or other technical certifications highly desired.
• Expert level troubleshooting skills in a Windows environment, including desktop and server OS.
• Experience troubleshooting Apple systems including MacOS and Apple mobile products.
• Strong knowledge of LAN/WAN administration and concepts including DHCP, DNS, VLAN's, firewalls, NAT, wireless technology, and the ability to configure hardware a plus.
• Strong knowledge of Network Monitoring, and Endpoint Management tools
• Expert level proficiency in Microsoft Exchange and Active Directory
• Previous experience working within ticketing systems required
• Experience working with and troubleshooting Mac OS devices
• Experience supporting AutoCAD/CET
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
• Demonstrated history of taking ownership/accountability of assigned tasks.
• Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
• Excellent oral and written English communication skills.
• Demonstrated integrity and the ability to maintain client confidentiality.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

NOTE: All Meteor new hires are expected to attend an in-person cultural orientation which requires travel to our home office in Gainesville, FL. Employees may also be required to travel and attend annual company meetings and events. All business-related travel expenses will be paid for by Meteor per our company travel and expense policy.

Benefits

• Medical, Dental, Vision
• Basic Life AD&D (100% employer paid)
• Short Term Disability (100% employer paid)
• Long Term Disability (Not employer paid)
• 401(k) + matching
• Supplemental Insurance
• Flexible Spending Account
• Paid Time Off
• Paid Parental Leave (6 weeks)
• 2 Volunteer Days
• 9 Company Paid Holidays
• Employee advocates serving to sustain employee wellness in the workplace