Service Delivery Tier 2 Analyst

Effortless Office•Las Vegas, NV

1d•Remote

About The Position

Effortless is looking for an enthusiastic, dedicated, and detail-orientated Tier 2 Analyst to join the Service Delivery team. The ideal candidate is an IT technical professional who provides superior support to the end-user experience, with strong technical knowledge in areas including: user end support (desktops, laptops, printers and software), application support, management of help-desk type systems like ticketing systems and imaging software, networking, network printing, audio/video and telephone (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. This individual also serves as high-level support for escalated complex issues.

Requirements

High School diploma or equivalent
3-7 Years of IT, Help Desk and/or MSP experience
Excellent inter-personal skills; as good with people as you are with computers.
Having an undefeatable attitude and the tenacity to find solutions.
Experience providing high quality customer desktop support for desktop applications and devices such as printers.
Experience working with help desk ticketing systems.
Data administration, retention and recovery experience and knowledge of the different methods and techniques of data retention.
Experience with Basic networking including wireless, wired, security and basic design.
Experience with Corporate applications including Microsoft Office and Adobe applications.
Experience with Active Directory account administration.
Experience with Group Policy.
Experience with DNS (both public and private).
Experience with Office 365 Admin (including Intune, Azure).
Experience working with virtual machines.
Experience with RMM (Remote Management & Monitoring) systems.
Experience with Desktop imaging.
Experience with Basic scripting.
A high level of communication skill including written and verbal skills, including the ability to communicate technical I.T. issues to non-I.T. technical staff.
Excellent organizational and time management skills.
Security oriented.
Ability to work on a 24x7 on-call, weekday and weekend schedule.
A passion for IT.
Reliability to consistently work their required shift.

Nice To Haves

Degree preferred
Competency Certifications preferred (Net+, Microsoft, VMWare, etc.)
Experience with VMware (preferred for virtual machines)
Experience with Kaseya (preferred RMM system)
Experience with PowerShell (preferred for scripting)

Responsibilities

Provide superior support to the end-user experience.
Serve as high-level support for escalated complex issues.
Provide high quality customer desktop support for desktop applications and devices such as printers, including fast response rates and accurate and thorough resolutions to desktop issues.
Work with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets).
Produce support documentation for supported products.
Apply attained experiences and knowledge in solving problems that are intermediate or complex in scope, requiring in-depth evaluation as well as the ability to identify problems in advance and propose solutions.
Require limited supervision and direction; drive results, and set priorities appropriately and independently.
Communicate effectively with others and provide constructive suggestions to improve team performance.