Service Desk Analyst Tier II
About The Position
The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues. This person is responsible for identifying, researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics. This is an end-user facing role via remote tools and phone support. Ideal candidate is a self-starter who enjoys interacting with people and solving problems daily.
Requirements
- Associates degree in Information Technology or equivalent
- 3-5 years working experience in a Service Desk Role
- HDI HelpDesk Professional or ITIL Foundations Required
- A+ preferred
- Network + Certification Preferred
Responsibilities
- Assures smooth handling of individual problems from call-in through resolution. Practices Total Contact ownership
- Responds to inquiries and service requests for assistance with the organization’s computer systems or PCs via phone and email queues
- Identifies problems, troubleshoots, and provides 1st level technical support for internal customers, including: Windows 11 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/software conflicts, Remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom, iPhone/iPad connectivity and synchronization, Other applications (e.g., SAP, EDMS, Documentem)
- Escalates or coordinates with 3rd level support to resolve problems if necessary
- Assists peers with troubleshooting, SD processes, and procedures
- Provides first point of contact on escalated or routed issues from Tier I
- Resolves and supports end user issues with the help of remote control tools and remote resources
- Demonstrates excellent written and verbal skills and strong customer service abilities
- Performs basic network administration
- Active Directory administration
- Performs Tier 1 NOC monitoring responsibilities (works with telecom provider, escalates tickets to network team, etc.)
- Handles email security monitoring, access requests, and other user provisioning tasks (coordinates with Sec Admin team)
- Provides Tier 2 application support
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
