Analyst II Service Desk

5-7 Years

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Early Applicant

Job Description

Key Responsibilities

JOB DESCRIPTION

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.