Service Desk Analyst II
Calista Corporation•Huntsville, AL
•Onsite
About The Position
The Service Desk Analyst II provides intermediate technical support and serves as a higher-level resolver for incidents and requests that exceed Service Desk Analyst I scope. This position is responsible for stronger troubleshooting, escalated ticket handling, queue stabilization, support quality improvement, and more complex onboarding, offboarding, and account-related support within defined Service Desk scope.
Requirements
- High School Diploma or GED equivalent, associate or bachelor’s degree in computer science or related field is strongly preferred.
- Industry standard IT certifications such as CompTIA A+, NET+, or Microsoft can be used in leu of experience.
- Two to four years of help desk, service desk, or technical support experience
- Valid state driver’s license and be qualified to operate a vehicle under Calista’s Driving Policy conditions.
- Ability to pass a background, drug, and reference check.
- Strong troubleshooting skills across common end-user systems, software, accounts, and access issues.
- Ability to work independently on more difficult tickets and escalations.
- Strong documentation and ticket management skills.
- Ability to balance queue speed, quality, and customer communication.
- Ability to support and coach lower-level analysts.
Responsibilities
- Respond to escalated support requests from Service Desk Analyst I staff and approved intake channels.
- Identify, research, and resolve more complex technical problems for customers through approved support methods.
- Provide end-user support for software, workstation, account, access, and technology issues requiring deeper troubleshooting.
- Work assigned escalations, aged tickets, and unresolved issues to support queue stabilization.
- Support onboarding and offboarding issues that exceed standard Level I process but remain within Service Desk scope.
- Review ticket quality and help ensure complete notes, status updates, and documentation.
- Provide guidance and troubleshooting support to Service Desk Analyst I staff.
- Recommend improvements to knowledge articles, standard procedures, and repeatable support processes.
- Participate in company-required training and service improvement activities.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
11-50 employees
