Support Services

Technical Support Analyst II



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Brooksource is looking for a Technical Support Analyst to join one of our clients in the insurance industry on a 6-month contract-to-hire in Satellite Beach, FL. Our growing client is looking for a candidate that is passionate about troubleshooting and hands-on responsibilities. The ideal candidate needs to have knowledge or certifications in ITIL, Service Desk experience and an understanding of Windows 10/Office 365. Familiarity within the ServiceNow Platform or involvement in a Network or Systems Administration environment is a bonus.

Daily responsibilities include troubleshooting and resolving various service and desktop support issues, both in in a remote and in-person setting. Due to the continuous growth of the company and extensive project load they are experiencing, the right candidate must be flexible and able to pivot in need outside of the original scope. Delivering the best service and support for their employees is a very valued responsibility expected in this role.  

Job Description:

·        Answer phone calls and take ownership of IT Support incidents

·        Provide 1st and 2nd tier troubleshooting for end user incidents

·        Log and manage end user incidents in the Service Management system

·        Escalate incidents requiring further troubleshooting or elevated privileges

·        Maintain communication with end users regarding incidents

·        Provide after hours “on call” support to end users during assigned periods

·        Support all Microsoft applications (ex. Outlook, Word, Excel, etc.)

·        Support all computers and peripherals, involving vendor support if needed

·        Support Converged Devices

·        Support all applications covered in the Service Portfolio

·        Assist with user creation, modification and termination

·        Follow all defined policies and procedures


·        Bachelor’s degree in Information Technology, Computer Science or related field or a proven record of success

·        2-5 years experience in the field of IT-support with emphasis on phone support

·        Proficient with Microsoft Office suit

·        Proficient with Windows OS, Control Panel, and Internet Explorer

·        Experience with remote troubleshooting of PCs

·        Experience with O365

·        Experience with Active Directory schema and hierarchy

·        Experience with local PC file and folder structures

·        Experience supporting converged devices

·        Proven knowledge of basic networking topology

·        Certification in A+, MCP, HDI, or ITIL

Skills and Attributes:

·        Ability to troubleshoot and solve difficult problems

·        Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations

·        Ability to work flexible/extended hours

·        Ability to handle multiple tasks simultaneously

·        Organize tasks effectively

·        Ability to travel to branch offices

·        Ability to lift/move items weighing up to 30 lbs.


·        (Direct Report) Reporting directly to the IT Support Manager

·        (Hours) 8-5PM M-F

·        (Company size) 90 sites, over 5,500 end users (17 Techs on the team)

·        (Dress Code) Business casual

·        (Location) Satelliete Beach, FL


Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.