Technical Analyst II

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Tech Support Analyst II to join our security business unit.

• 
  
  The Technical Support Analyst II provides first line technical support and customer service support to clients
  
  
• 
  
  The responsibilities include responding to Level I and II technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems on computer hardware, software, components and network connectivity. This includes, but is not limited to desktop PC's, laptops, scanners, printers, MS Office products, and various commercial and client proprietary software
  
  
• 
  
  The Technical Support Analyst II will also utilize remote access to client PCs to resolve complex issues
  
  
• 
  
  The Technical Support Analyst II will create and maintain network accounts using Active Directory or other cloud provider interfaces
  
  
• 
  
  In some cases, the Technical Support Analyst II will be required to travel to the client's location to deployment new equipment or resolve issues
  
  
• 
  
  The Technical Support Analyst II will process and manage customer contacts using various ticketing systems as well as utilize various support channels such as telephone, web, email, chat or by the Service Desk ticketing system.
  
  
• 
  
  The Technical Support Analyst II will be responsible to maintain a high level of customer satisfaction
  
  
• 
  
  The Technical Support Analyst II will be required to participate in creating knowledge base articles, blog posts, and social media updates
  
  
• 
  
  As an Account Specialist the Technical Support Analyst II will be assigned to a client or clients to be the coordination point for all the client activity. This will include but not limited to resolving tickets, assessment management, deploying new service, monitoring alerts, executing recurring tasks, and executing projects
  
  

Basic Qualifications:

• 2 Years of College Education
• Must have Service Desk/Help Desk experience, or equivalent technical knowledge
• Experienced in use of Service Desk telephone and ticketing management software
• Technical proficiency with Microsoft and Mac operating systems, and Microsoft Office suite
• Excellent hardware and software troubleshooting skills
• Active Directory experience
• Demonstrate a high level of customer relationship skills to include professional telephone etiquette and face to face interaction
• Must maintain a professional appearance in dress, grooming, and hygiene
• The ability to effectively communicate with all levels of technology users and leadership
• Strong writing and verbal skills
• A personality of wanting to make each client's users more productivity will be essential to success in this position

• Administrating Microsoft Office 365 Certification
• Network+ Certification

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.