Technical Support Analyst II at Centriworks in Knoxville, TN

Job Type Full-time Description Technical Support Analyst II Location: Knoxville, TN Job Type: Full-Time Industry: MIT Services About the Role Are you ready to take your technical support career to the next level? As a Technical Support Analyst II, you’ll be the go-to expert for resolving escalated IT issues, mentoring junior support staff, and contributing to system improvements. This role is ideal for professionals with hands-on experience in troubleshooting and a passion for delivering exceptional service in a dynamic, multi-site environment. What You’ll Do • Provide advanced troubleshooting for desktop, network, and software issues • Install, configure, test, and maintain hardware, software, and peripherals • Act as a technical resource for end-users and Level I support staff • Analyze user problems and implement corrective actions • Document support activities and maintain system configuration records • Lead small-scale hardware/software upgrade projects • Train users and Level I support staff on systems and procedures • Collaborate with senior analysts and vendors on complex issues • Monitor system performance and recommend improvements • Ensure compliance with software licensing and asset management • Deliver remote or on-site support as needed Requirements   Education & Certifications • Associate’s  degree in Information Technology, Computer Science, or a related field (or equivalent experience) • Required: • CompTIA Network+ • Preferred: • CompTIA Security+ • MD-10 Microsoft Endpoint Administrator + Mastering Endpoint Security • Microsoft Teams Support + Using Teams + Configuring Teams • Azure 900 Certificate  Experience & Technical Skills • 2–3 years in a technical support role • Proficiency in Windows/macOS, Active Directory, Office 365 • Familiarity with remote desktop tools and ticketing systems • Moderate understanding of network technologies, security practices, and servers • Experience with scripting (RMM & PowerShell) • Experience with virtualization (VMware, Hyper-V) • Experience in multi-site or remote support environments Soft Skills • Strong communication and interpersonal skills • Ability to explain technical concepts to non-technical users • Analytical thinking and problem-solving ability