Helpdesk Analyst II

Location: Trevose

#LI-CF2 #LI-Hybrid

Essential Functions and Primary Duties

* Open tickets and troubleshoot issues to achieve first call resolution metrics.

* Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets.

* Troubleshoot and address second level support tickets.

* Utilize general troubleshooting techniques and available resources provided in order to diagnose and resolve issues.

* Fully document all associated resolutions and/or actions taken in the ticketing software system by means of knowledgebase articles and other technical documentation.

* Provide routine preventative maintenance tasks as defined by service level agreements.

* Assist with client onboarding projects and other tasks/projects as assigned.

* Strong and consistent communication with internal staff as well as with customers.

* Assist with process improvements and service delivery on a continuing basis.

* Responsible for maintaining relevant technical certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications.

* Provide off-hours support for emergency calls as a member of an on-call rotation.

* Perform tasks as assigned by management.

Preferred Qualifications

* Previous MSP experience

* 3-5 years of experience in a previous help desk environment

* Experience with Microsoft 365, Windows Workstation, Active Directory

* Strong organization and customer service skills

* MS Certification - e.g. MS-102 or MD-102

Minimum Qualifications

* Bachelor's degree in relevant field

* 3 years of relevant work experience

* Achieve professional certifications relative to area of expertise, must have and preserve required licenses

* Must possess analytical skills

* Proficient use of applicable technology

* Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally

* Must be able to travel based on client and business needs