Tier II Service Desk Analyst - Remote

Overview

The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues, ensuring timely resolution of technical problems.

In Short

• Provide remote support to end users on various technical issues.
• Identify, research, and resolve technical problems.
• Respond to escalated incidents from Tier I Analysts.
• Document, track, and monitor incidents and service requests.
• Ensure adherence to Service Desk Service Level Agreements.
• Provide first point of contact for escalated issues.
• Perform basic network administration and Active Directory tasks.
• Demonstrate excellent written and verbal communication skills.
• Assist peers with troubleshooting and processes.
• Handle email security monitoring and user provisioning tasks.

Requirements

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

Benefits

• Opportunity to work in a dynamic environment.
• Engage in problem-solving and customer interaction.
• Remote work flexibility.
• Professional development opportunities.