Service Desk Analyst Tier II

The Tier II Service Desk Analyst provides remote support to end users on a variety of issues. This role identifies, researches and resolves technical problems, responds to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. The analyst documents, tracks and monitors incidents and service requests in their queue to ensure timely resolution and meets the Service Desk Service Level Agreement and other KPI metrics.

• 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, and other applications (e.g., SAP, EDMS, Document em).
• 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.
• 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.
• 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.

• Associates degree in Information Technology or equivalent.
• 3-5 years of experience in a Service Desk role.
• Professional
  
  Certifications:
  
  A+ preferred, HDI Help Desk Professional or ITIL Foundations required, Network+ certification preferred.