IT Support Analyst II

Position Title: IT Support Analyst II (Full Time / Non-Exempt)

Wholl You Report To: Sr. Director IT and Security

Job Description

Vimly is looking for an experienced IT Support Analyst II to provide reliable responsive support across our hardware software applications peripherals and user support needs. This role is best suited for someone with a strong foundation in Tier 1 support who is ready to handle more complex troubleshooting manage competing requests with limited day-to-day direction and serve as an escalation resource when issues require deeper technical judgment.

The IT Support Analyst II will help keep employees productive by resolving support requests documenting solutions identifying recurring issues and delivering a high level of service to both technical and non-technical users.

Job Responsibilities:

• Own the installation and ongoing configuration of critical applicationsin accordance withVimlysIT policies procedures and employee needs.

• Prioritize assigned help desk requests routinemaintenanceand project-related tasks in partnership with IT team members.

• Deliver consultation and training on technology use and computer applications across Vimly departments acting as a go-to resource for other IT systems users.

• Configuremaintain and update all third-party applications including administration of application-dependent back-end servers.

• Maintain the security of the organizations information systems: implement virus prevention/detection/cleaning and security proceduresmonitorevent logs and alerts and proactively recommend policy and procedure improvements.

• Configuremonitor andmaintainpatch management systems to ensure network and systems integrity including monthly patching of all applications production anddevelopmentback-endservers.

• Maintain cleardocumentation updateprojector tickettrackingtoolsand provide

• Timely status updates to support visibility and follow-through.

• Identifyopportunities to improve current softwareapplications andsupport processes. Partner with IT leadership on recommended changes.

• Provide Tier II technical support for hardware and software troubleshooting to internal and externalcustomers andserve as an escalation point for Tier I issues.

• Mentor and support the onboarding of newer IT Support Analysts sharing troubleshooting approaches and Vimly-specific systems knowledge.

Qualifications:

• BA/BS degree in computer engineering or a related field OR equivalent work experience in information technology.

• 5years of hands-on IT support experience includingdemonstratedproficiencyin Tier I support duties

• Proventrack recordworking independently with little day-to-day direction including prioritizing competingrequestsand driving issues to resolution.

• Experience with planning and implementation of complex projects is strongly preferred.

• Relevant certifications (e.g. CompTIA A Network Security)a plus.

• Able to work on-site atVimlysoffice; this role requires hands-on access to hardware servers and infrastructure that cannot be supported remotely.

• Lifting Requirements: Up to 25 pounds - Frequently 26-50 pounds - Occasionally 51-60 pounds - Rarely.

What Will Help You Excel

• You enjoy solving problems and take pride in finding the root cause of issues rather than just addressing symptoms.

• You can balance multiple priorities and make sound decisions about what needs immediate attention versus what can wait.

• You are comfortable workingindependently butknow when to seek input or escalate an issue.

• You have a strong service mindset and enjoy helping others navigate technical challenges in a way that is approachable and easy to understand.

• You naturally look for opportunities to improve processes documentation and the overall employee support experience.

• You communicate clearly with both technical and non-technical audiences and keep stakeholders informed of progress risks and next steps.

• You are adaptable and comfortable learning new systems applications and technologies as business needsevolve.

• You are organized dependable and follow through on commitments.

• Youdemonstratesound judgment when handling access security and confidential information.

• You align withVimlyscore values fundamentals and commitment to delivering an exceptional customer experience.

What We Offer

Base salary: $55000-$65000. Eligible for quarterly bonus earnings up to 3% of annual salary. Actual compensation offered may vary depending upon many factors including a candidates skills qualifications experience and location.

Salary is only one component of the Vimly Benefits Solution Total Rewards Program. Vimly offers its eligible employees and their dependents (including domestic partners) a comprehensive and competitive benefits package:

• Medical Dental and Vision Coverage
• 401(k) Retirement Plan
• 20 PTO days accrued within the first year (includes sick time)
• 12 holidays per year Diversity Time Off and Paid Volunteer Time Off
• Life and AD&D Insurance
• Long-term and Short-term Disability Insurance
• Voluntary Life Insurance
• Voluntary Long-Term Care (LTC) insurance
• Voluntary Pet Insurance
• Voluntary Legal Plan
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• AFLAC Voluntary Benefits
• MetLife Voluntary Benefits
• Employee Assistance Program

Vimly Benefit Solutions is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information. Vimly is also committed to the full inclusion of all qualified individuals. As part of this commitment Vimly will ensure that persons with disabilities are provided reasonable accommodations. Vimly is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee unless the accommodation to impose is an undue hardship. If reasonable accommodation is needed please contact.

Required Experience:

Manager