Help Desk Analyst L2

Zones.•Dallas, TX

1d•Onsite

About The Position

This position is a 3-week term role located in Dallas, TX, with a pay rate of up to $33.65/hour, commensurate with experience. The working hours are Monday to Friday, 8 am to 5 pm local time. The Help Desk Analyst II will serve as the first point of escalation for tickets from the Tier 1 team, maintain the onsite Tech Bar hub, and provide in-person support for user issues. Responsibilities include troubleshooting hardware, software, and access/permissions issues, managing shipping and receiving equipment for remote workers, and providing asset management and reconciliation services. The role also involves establishing relationships with internal Technology Teams for task transition and maintaining knowledge transfer documents.

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