The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues. They are 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):
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Assures smooth handling of individual problems from call-in through resolution. Practices Total Contact ownership
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Responds to inquiries and service requests for assistance with the organization’s computer systems or PCs via phone and email queues
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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)
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Escalates or coordinates with 3rd level support to resolve problems if necessary
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Assists peers with troubleshooting, SD processes, and procedures
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Provides first point of contact on escalated or routed issues from Tier I
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Resolves and supports end user issues with the help of remote control tools and remote resources
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Demonstrates excellent written and verbal skills and strong customer service abilities
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This is an end-user facing role via remote tools and phone support
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Ideal candidate is a self-starter who enjoys interacting with people and solving problems daily
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Performs basic network administration
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Active Directory administration
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Performs Tier 1 NOC monitoring responsibilities (works with telecom provider, escalates tickets to network team, etc.)
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Handles email security monitoring, access requests, and other user provisioning tasks (coordinates with Sec Admin team)
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Provides Tier 2 application support
Education Level Minimum Requirement:
- Associates degree in Information Technology or equivalent
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3-5 years working experience in a Service Desk Role
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Professional Certifications: A+ preferred, HDI HelpDesk Professional or ITIL Foundations Required, Network + Certification Preferred
