Technical Support Analyst II

- Respond to incoming end user requests and issues via ticketing system and the phone queue

- Troubleshooting and configuration of Windows and Apple desktop and laptop equipment, printers, network connections, Smartphone's etc

- Provide top level technical support for multiple products to internal employees

- Proactively resolve problems by following department protocols and escalate issues to the appropriate individuals, when necessary

- Be an end user advocate while maintaining quality customer service and effective communications with the end user when analyzing, updating and resolving tickets.

- Promote the use of technology as a means of efficiency, while adhering to best practices and technology policy

- Maintain user & email accounts in Microsoft Active Directory/Exchange and support end-user moves, additions, changes, and departures

- Serve as an integrated team member and work with other IT department members regarding computer troubleshooting and technical support

- Utilize appropriate tools to provide end user support and issue resolution

- Research and recommend innovative and automated approaches for system administration tasks

- Contribute to department's knowledge base articles and FAQ's

- Strong analytical and communication skills including working directly with all levels of staff and external vendors to determine sound solutions for business requirements

- Assist Technical Support Manager with hardware and software purchases

- Responsible for leading multiple low-complexity projects assigned by manager and ensure solutions are well engineered, operable, and maintainable

- Understanding of ITIL processes and experience implementing ITIL concepts

- Increasingly complex problem solving, providing insight at a larger scope

- Works with other IT support teams to improve service, user knowledge and user self-sufficiency while providing the highest level of customer care

- Able to travel to other offices for local hands support, maintenance, and scheduled site visits

- Available to work rotating late shift/on-call schedule as assigned, providing support during evening and weekend hours

- Communication: Understands the importance of and demonstrates verbal, written, and non-verbal communications.

- Customer/Client Experience: Creates a consistent and exceptional experience for others, whether directly to external clients/customers or indirectly through internal support, that elevates the overall perception of the firm.

- Job Knowledge & Technical Skill: Demonstrates an understanding of objectives, duties, responsibilities, and expectations of the job with exceptional quality work.

- Team Player: Works within team and cross-functionally to meet required results.

- Four (4)+ years' IT experience with end user computing hardware and business applications.

- Associate's degree in a related field, or two (2)+ additional years of directly-related experience.

- Minimum of one technical certification related to position (A+, Network+, MCSA: Windows, MCSE: Desktop Infrastructure, ITIL, HDI).

- In-depth technical experience of enterprise Microsoft environments (AD, Microsoft 365, Group Policy, Office applications, PowerShell).

- Advanced knowledge of computer hardware and networking technologies

- Maintain positive attitude and customer advocate through issue resolution

- Ability to work closely with other IT staff to ensure that network, system, security, and regulatory concerns are properly addressed

- Ability to multitask, prioritize work and manage own time to meet team goals and deadlines

Requires mobility sufficient to travel. Some bending, stooping and stretching. Occasionally lifting items weighing up to 30 lbs.

Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Extensive data input and required ability to sit for long periods of time. Regular and consistent attendance on the job is an essential function.

Professional office atmosphere. Will require the ability to move freely up and down stairs and possibly around and under workstations. Occasional evening and weekend work.

Occasionally will be on-call.

Note: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Holland & Hart offers of employment take into consideration a candidate's education, training, and experience, as well as the position's work location, external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. The Colorado & Utah salary range for this role is $28.24 - $47.07.

The Idaho salary range for this role is $26.82 - 44.72. This position will be located in Boise. A discretionary bonus may be available based upon performance.

The application window is anticipated to close on or after Friday, July 31, 2026.