IT Support Analyst II

Under the direction of the EVP of Operations, the IT Support Analyst II will be a subject matter expert in all systems and proficient in assigned areas of responsibility. They will be responsible for the upkeep, configuration, and reliable operation of computer systems—including multi-user computers, servers, uptime, performance, resources, and ensuring the computers they manage meet the needs of the users.

FLSA status: exempt
Benefits available: medical | 401(k) | vacation | LTD
Equipment available: computer
Employment type: full-time
Working Hours: M–F, 8 a.m.–5 p.m.

Essential Duties and Responsibilities

These essential duties and responsibilities are not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. Although it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties or to assign other duties as necessary.

• Provides Help Desk support for the entire company, including local network, remote access, all Equifax systems and platforms, phones, laptops, computer accessories, etc.
• Provides and sets up new devices for end users.
• Provides training for all internal and Equifax platforms.
• CRM administrator: Imports monthly data into CRM and adds new accounts and leads. Provides ongoing CRM record data hygiene. Moves accounts when requested by Sales Leadership. Provides on-demand reports upon request for Leadership, Sales, Marketing, etc. Helps create marketing lists, lead lists for sales team, creates custom views for sales team, and co-manages relationship with Microsoft partner for all customizations and updates.
• Collaborates with VP of Analytics on reporting for Equifax product lines through Microsoft Power BI (Business intelligence reporting platform). Mines out relevant information from customer data, and relays it to the account rep, or management, whichever is appropriate.
• Manages telephone system administration: Helps manage all moves, adds, and changes.
• Submits account change and reassignment requests to Equifax’s Salesforce and Tableau teams.
• Responsible for tracking inventory for all company-issued equipment.
• Participates in technology projects and implementation.
• Works independently or as a team on new applications, processes, or projects.
• Assists with changes to Fulfillment Services platform and maintenance.
• Responsible for company Business Continuity Plan. Works with department heads to ensure the plan is relevant and up to date.
• Provides ongoing analysis of current environment and provides proactive recommendations to Management for service improvements according to best practices.
• Provides insights to Management regarding common issues, questions, and feedback.
• Ensures compliance with company policies and procedures.
• Is courteous, respectful, and enthusiastic in all interactions.
• Other duties as assigned.

Skills and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience: Bachelor’s degree from an accredited institution and three (3) to five (5) years of professional experience.

Other Skills and Qualifications

• Three (3) to five (5) years of professional experience preferred.
• Three (3) years of experience working in an IT environment.
• Demonstrated knowledge of the Internet, security, and e-mail protocols such as DNS, HTTP, SMTP, IPsec, certificates, etc.
• Demonstrated experience working with network hardware configuration and maintenance including routing, VPN, firewalls, Wi-Fi, etc.
• Knowledge of compliance protocols and their relevance and impact on IT policies when managing internal and customer data.
• Experience supporting Microsoft Windows, computer hardware, software, printers, etc.
• Experience supporting Microsoft Windows clients with MS Office Products.
• Experience troubleshooting user issues in a Microsoft networking environment.
• Experience with agile project management practices.
• Demonstrated capability to lead and partner with others to achieve high-impact technology results.
• Ability to engage and manage outside vendors and support contracts.
• Strong and methodical troubleshooting skills.
• Strong attention to detail.
• Strong time-management skills and the ability to multitask.
• Excellent analytical and reporting skills to solve problems and provide relevant insight into data.
• Advanced Excel skills.
• Strong verbal and written communication and organizational skills.
• Ability to deliver training to end users whose technical skills range from beginner to expert.
• Strong customer service skills and technical phone-support experience.
• Courteous, professional, and efficient when working with all customers and employees.
• Ability to work independently and as part of a team.