IT Service Desk Analyst II

Amerisure Insurance•Farmington Hills, MI

11d•Hybrid

About The Position

The Analyst, IT Service Desk Level II is responsible for providing technical support to users by handling break-fix issues and managing user provisioning tasks. This role involves troubleshooting hardware and software problems, managing user accounts, and ensuring timely resolution of technical issues.

Requirements

2 years of information technology experience, service desk preferred.
Experience with Windows desktop OS, mobile OS, Microsoft Office Suite, and other IT systems.
Experience with remote desktop tools and software.
Demonstrated ability to build positive relationships with team members and external stakeholders.
Excellent organizational skills, including ability to multi-task and prioritize workload.
Excellent problem solving, critical thinking and decision-making skills.
Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
Experience with ITIL processes.
Familiar with cloud computing concepts.

Responsibilities

Provide first and second-level support by handling incoming queries and help requests from both internal and external customers per service level standards.
Troubleshoot and resolve break-fix issues related to hardware, software, and network systems.
Escalate issues to the appropriate subject matter expert and or management when necessary.
Administer user provisioning and related access permissions.
Document all calls and create detailed notes of the problems users are experiencing.
Use service management knowledge base and other knowledge sources to generate solutions and resolve user problems.
Collaborate with other IT teams on complex issues and projects.
Follow up with end-users to ensure resolution and satisfaction.
Participate in the maintenance and development of IT processes and procedures.