IT Service Desk Analyst II

Singer Equipment Company Talent Acquisition•Belcamp, MD

1d•$24 - $26•Onsite

About The Position

The Service Desk Analyst II is a mid-level position that serves as the first point of contact that will help our customers seeking technical assistance. This role requires regular on-site presence. Remote work may be approved on a limited basis at management’s discretion, taking into account business needs, individual performance, and team coverage.

Requirements

High school diploma or GED
Microsoft Office 365 experience
Tech savvy with working knowledge of Microsoft Office products
Good understanding of computer systems, mobile devices, and other tech products
Proficiency in English
Excellent communication and interpersonal skills
Customer-oriented and cool-tempered
Network Troubleshooting Experience
An extensive amount of experience in basic computer troubleshooting
Experience with Active Directory (Account Creation, password reset, OneDrive)

Nice To Haves

Knowledge of PCI standard compliance requirements is a plus, not a must
ITIL Foundation Certification is a plus, not a must
A+ / Network + / Security+/MCSA / MCSE are a plus, but not required

Responsibilities

Respond to requests for technical assistance via phone, chat, or email
Diagnose and resolve technical issues remotely
Log all customer interactions into the ticketing system.
Receiving Tier 1 escalations
Escalate to internal /external Tier 3 after exhausting all troubleshooting steps
Follow incidents through to resolution
Provide regular updates to customers on their support requests
Providing customers with support for corporate-owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting
This position involves troubleshooting workstation, networking, storage, and server issues on a variety of platforms