Site IT Support Analyst II

Level II:
35 years of experience.
The Site IT Support job family forms the Site IT Support track within the IT function.
Positions in this family provide support to endusers
They also provide proactive monitoring of onsite computer systems.

Job Function:
The Site IT Support job family forms the Site IT Support track within the IT function. Positions in this
family provide Infrastructure support to endusers They work with centralized IT teams
to deliver new solutions and support the existing standards
Responsible for providing daytoday technical support to employees for a range of hardware and
software related systems. Responds to and diagnoses problems through discussion with users which
includes troubleshooting fault rectification and problem escalation. Provides effective and timely
resolution of users problems queries or complaints. Assists in hardware and software evaluation and
recommends upgrades or improvements to IT infrastructure.
Position Description

Individuals in this job position perform work at the entrylevel within this job family.
Site IT Support (SIS) Analysts II are business function or process specialists and can be technology
generalists or specialists. Demonstrates the ability to clearly express ideas both verbally and
written positively and effectively to their supervisor and team members and business
stakeholders. Effective in communicating status to the team. Demonstrates confidence and active
listening to confirm understanding of the customer needs to support the deliverable. They act within welldefined policies and procedures and can explain them to others with supervision. The normal focus is on
existing products or processes.
Site IT Support (SIS) Analyst II is seen as an individual contributor within the team. They are competent
at managing their time and have interpersonal and collaboration skills. They do not manage other individuals
and are typically closely managed. The decisions they make impact their team or specific area of
support. As an individual contributor they are considered a member of a group or team focused on
delivering business goals by following structured processes and procedures to deliver results. They will work
on small isolated tasks where they are solely responsible for the work or on small specific teams
contribution is measured by their ability to complete the work assigned to them or their overall team to
deliver results. The impact of their contribution increases as their tasks are more significant/critical
or because the team is relying on the person to complete their tasks to complete an overall goal.
Key Responsibilities
Onsite Technology Support provides inperson assistance to employee end users including: