Job Description

Job Responsibilities:

As Universal Engineering Science’s West Coast IT Analyst III, you will provide technical support and training to our customers, and be an escalation point for the Tier 1and Tier 2 Service Desk. You will be part of a larger IT Support Team serving our growing company. You will analyze, triage and manage service requests and incident tickets to keep our teams across the nation operating smoothly. You will resolve problems of advanced complexity, manage multiple tasks, participate in IT projects and generate innovative solutions to technical problems, under limited supervision.

You will mentor tier 1 and Tier 2 analysts and act as a liaison between the Service Desk and all our West Coast customers and partners.

Your day as an IT Analyst III at UES will be both challenging and rewarding. During which, you have the opportunity to create lasting relationships with your team members. On a typical day, you can be expected to:

5 years or more of technical support experience (college degree, technical certificate and/or experience combined)
A strong understanding of LAN/WAN technology
Experience with the following:
Active Directory
Email management (Exchange) and O365
Phone systems
A/V, VTC, collaboration technologies including Teams, Zoom, WebEx etc.
ERP platform support
MS Office products
PC/laptop hardware support
Imaging systems (“Ghost”, etc)
Cybersecurity
Ability to collaborate with and mentor those around you
Excellent Problem Solving and Analytical Skills
Oversee project implementation (e.g. upgrades, hardware/software installations)
Provide advice and technical training while producing documentation for future use
Understanding business and technology needs
Install, configure, maintain, and support systems of all levels of complexity for end users.
Resolve IT incidents for local and remote users
Fulfill IT requests for new hardware and software
Manage incidents, requests, changes and inventory according to accepted ITIL practices
Triage new incidents and requests as they are received and resolve/fulfill them as quickly as possible, according to their priorities
Develop and provide individual and group instruction/training to end users on new and updated technologies
Lead or participate in research and development initiatives
Implement new technologies
Participate in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions
Maintain records for network users, security, hardware inventory and licenses
Remote access implementation and support: VPN, RDS/Terminal Services
Knowledge of mainstream mobile device platforms: Android and iOS
Administer Mobile Device Management (MDM) platform
Support some non-traditional IT technologies such as surveillance and access control.