At Comfort Systems USA, Inc. we rely on our L2 Systems Analysts to provide best-in-class IT support to operating companies across the organization. As a member of the L2 team, this person will have the ability to manage IT support tickets for 40+ operating companies at over 140 locations across the United States. Our L2 Systems Analyst serves as the first point of contact for IT support issues within the organization. In this role, the successful individual will manage & protect our critical information, systems, and assets, while building, implementing, and documenting new solutions. Additionally, this individual will have the opportunity to lead enterprise technology projects and initiatives. Our ideal candidate is passionate about technology and eager to apply their skills in a fast-paced environment.
Principal Duties and Responsibilities
- Serve as the client-facing component of the Enterprise IT group.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Readily project a sense of urgency – be ready to escalate to Level 3 support when proper troubleshooting has been done, and no resolution has been found within 30 minutes.
- Respond to queries either in person or over the phone. Be accountable to a hotline phone system.
- Create documentation for the online support system so resolutions to issues can be handled more efficiently.
- Create accounts for users and Office 365 email/modify accounts/reset passwords for users when proper ticket is submitted per our audit requirements.
- Walk customers through problem-solving processes.
- Install, modify, and repair computer hardware and software.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Follow up with customers to ensure the issue has been resolved.
- Run reports to determine malfunctions that continue to occur.
- Use and manage a ticketing system.
Additional Requirements
- Maintain a positive, cooperative, and teachable attitude.
- Able to work well in a team environment.
- Comfortable working & communicating with business leadership.
- Comfortable reaching out for help when needed.
- Ability to travel, as needed, for projects and assignments.
- Contribute to the overall success of Comfort Systems USA.
- Demonstrates flexible attitude, and determination for problem solving.