Analyst II Service Desk

Key Responsibilities

• Provide first and second-level technical support to internal users via phone, email, chat, or in-person.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document all support interactions, including the nature of the issue and the resolution steps taken, in the Service Now ticketing system.
• Escalate unresolved issues to appropriate internal teams or external vendors for further investigation and resolution.
• Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
• Collaborate with other IT teams to identify and implement process improvements and best practices.
• Assist with user account management tasks, including account creation, modification, and termination.
• Provide training and guidance to users on basic IT procedures and best practices.
• Take ownership and responsibility of an issue from start to a successful resolution
• Stay current with emerging technologies and trends in the IT industry.

Qualifications

• High school diploma or equivalent; Bachelor’s degree in Information Technology or related field preferred.
• 5 years of experience in a technical support role, preferably in a corporate environment.
• Strong knowledge of Microsoft Windows operating systems, JAMF, and Microsoft Office suite.
• Familiarity with basic networking concepts, including TCP/IP, DNS, DHCP, etc.
• Excellent problem-solving skills and attention to detail.
• Works under minimal supervision and frequently works independently.
• Ability to prioritize tasks and manage time effectively in a dynamic environment.
• Strong interpersonal and communication skills, both verbal and written.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
• Clearly documents client issue to ensure problem is clearly understood by others.
• Can resolve more complex and critical issues without supervision and occasionally takes the lead on directing and resolving these issues.
• Will document root cause and resolution of more complex issues to enhance overall knowledge level of team.