Tier 2 Helpdesk Analyst

As a Tier 2 Helpdesk Analyst
, you will be responsible for providing first and second point of contact for all Tier I level support and to troubleshoot Tiers II and III level of support for internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex while providing excellent customer service and prompt resolution of problems. Additionally supports the organizations network and systems ensuring disruptions are minimized, and leading projects when applicable.

This is a full-time position that offers an exciting opportunity to work with a reputable company.

• Advanced Troubleshooting:
  Diagnose and resolve complex technical issues related to hardware, software, and network systems, serving as an escalation point for Tier 1 support.
• Ticket Resolution:
  Handle escalated support tickets, ensuring that they are resolved in a timely and efficient manner while maintaining high levels of end-user satisfaction.
• User Training:
  Provide guidance and training to end-users on software applications, system best practices, and advanced problem-solving techniques to improve self-sufficiency.
• Documentation:
  Maintain detailed records of support requests, resolutions, and common issues, contributing to a knowledge base for the IT support team.
• Remote Support:
  Offer remote assistance to users, ensuring prompt and effective resolution of issues, especially in situations where on-site support is not required.
• Root Cause Analysis:
  Investigate and identify the root causes of recurring technical problems, and work on strategies to prevent their reoccurrence.
• Escalation Management:
  Collaborate with Tier 3 support teams to resolve issues that require advanced technical expertise, ensuring seamless handover of escalated tickets.

• Prior experience in a Tier 2 helpdesk or technical support role is essential.
• High School Diploma or GED equivalent, required.
• Associate’s degree or equivalent in Computer Science, Information Systems, or recognized equivalent from an accredited university preferred.
• Five (5) or more years of professional experience within a Tier 1, 2 and/or 3 Service Desk or Help Desk related role, supporting a global 24x7 environment.
• Strong knowledge of desktop operating systems (e.g., Windows, macOS), software applications, and network concepts.
• Proficiency in troubleshooting complex technical issues.
• Exceptional communication and interpersonal skills.
• IT-related certifications (e.g., CompTIA Network+, Microsoft Certified Desktop Support Technician, ITIL Foundation) are a plus.
• Ability to work under pressure and manage multiple escalated support requests effectively.
• Strong problem-solving skills and adaptability.

Benefits:

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Paid paternity leave
• Disability insurance
• Tuition assistance

Location:

Houston, TX

Salary: $45,000.00 - $65,000.00