Help Desk Analyst L2
About The Position
The Help Desk Analyst II will be the first point of escalation for tickets from the Tier 1 team. This role involves maintaining the onsite Tech Bar hub and providing in-person support for user issues. The analyst will troubleshoot hardware, software, and access/permissions issues, as well as issues with integrated systems. Responsibilities also include managing the shipping and receiving of equipment for remote workers, providing asset management and reconciliation services, and establishing relationships with internal Technology Teams to transition additional tasks. Continued maintenance of knowledge transfer documents is also a key part of this role.
Requirements
- Minimum of Associates Degree preferred in computer/IT related field and 2+ years experience in a technical support role.
- Self-discipline. Must be self-disciplined and be able to prioritize tasks in order to meet deadlines, deliver solutions by the promised date, and stick to a task until it’s finished.
- Excellent problem-solving skills. Must be an excellent problem solver, able to see a problem through until its resolution. Candidate must be willing to work until the solution is satisfactory and the customer is happy.
- Attention to detail. Must have great attention to detail to be able to detect tiny miscalculations and errors. Needs to be patient enough to go through every detail to detect the source of any glitch.
- Great communication skills. Must have great listening skills as well as the ability to explain technical concepts to customers that are not technical.
- Passion for technology. Should always stay up to date on the latest tech developments.
- Ability to configure and troubleshoot email clients such as Microsoft Outlook.
- In depth knowledge interacting with a variety of hardware and software platforms, including Microsoft Windows operating system, MAC OS, and associated peripherals.
- In depth knowledge of the Microsoft O365 suite of applications - Word, Excel, PowerPoint, Outlook, etc.
- Experience with ticketing software
- Familiar with EDR/anti-virus/ Malware protection management.
Nice To Haves
- Google Workspace awareness/experience preferred
- Google Meet experience preferred
- Logitech knowledge preferred but not required
Responsibilities
- Be the first point of escalation for tickets from the Tier 1 team
- Maintain the onsite Tech Bar hub
- Provide in-person support of user issues and escalations to the team as needed
- Troubleshoot hardware, software, and access/permissions issues
- Troubleshoot issues with integrated systems
- Manage shipping and receiving equipment to/from remote Workers
- Provide asset management and reconciliation services
- Establish relationships with all internal Technology Teams to transition additional tasks as needed
- Continue maintenance of the knowledge transfer documents
Benefits
- medical coverage
- state-mandated sick leave
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What This Job Offers
Career Level
Mid Level
Education Level
Associate degree
