Service Desk Analyst Tier II

The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues. This person is responsible for identifying, researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics. **Duties and Responsibilities (in order of priority):*** 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, Other applications (e.g., SAP, EDMS, Documentem) * 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 **Education Level Minimum Requirement:*** Associates degree in Information Technology or equivalent * 3\-5 years working experience in a Service Desk Role * Professional Certifications: A\+ preferred, HDI HelpDesk Professional or ITIL Foundations Required, Network \+ Certification Preferred K25PqBSmMc