Service Desk Analyst (Tier 2)

Virtual Technologies Group • Maumee, OH

2d • $22 - $24 • Hybrid

About The Position

The T2 Service Desk Analyst Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. While support is primarily performed through remote methods. The Tier 2 role will ensure that issues can be resolved on a first touch/phone call.

Requirements

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365, ITIL) or proof of formal IT training.
• Strong verbal and written communication skills with the ability to communicate technical information clearly to non-technical users.
• Experience using IT Service Management (ITSM) systems such as ConnectWise, ServiceNow, or Jira Service Management.
• 2 years previous customer service experience.
• Excellent with oral and written communication.
• Ability to quickly solve problems.
• Flexibility in a dynamic work environment.
• Multitasking and completing projects according to their scheduled deadlines.

Nice To Haves

• CompTIA Certifications are a plus

Responsibilities

• Utilize IT Service Management (ITSM) systems (e.g., ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents, ensuring accurate documentation and SLA compliance.
• Provide clear, professional communication with end users, both written and verbal, to ensure technical issues are explained and progress updates are transparent.
• Troubleshoot and resolve computer-related issues with end users remotely and over the phone.
• Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends.
• Identify and remove viruses, malware, and browser infections.
• Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
• Setup and configuration of Microsoft Office products and many other software products.
• Monitor and fix issues related to customer backups.
• Handle issues in an organized fashion through a ticketing system with regular customer updates.
• Communicate with coworkers to escalate tickets to Tier 3 Technicians as needed.
• Back up Tier 1 on the phones and tickets as needed.
• Training, mentoring, and supporting T1 Help Desk Technicians.

Benefits

• medical insurance plans
• dental insurance
• vision insurance
• health savings accounts (HSA)
• flexible spending accounts (FSA)
• life insurance
• short and long-term disability insurance
• paid time off and holidays
• a 401(k) with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed