Help Desk Analyst II

Ref ID: 02000-#######888

Classification: Help Desk Analyst II

Compensation: $55000.00 to $65000.00 yearly

Job Summary:

We are seeking a highly skilled and customer-oriented Help Desk Tier 2 Technician to join our dynamic IT support team. The Help Desk Tier 2 Technician will be responsible for providing advanced technical support and problem resolution to end-users, both remotely and in person. As a Tier 2 Technician, you will play a crucial role in diagnosing and resolving complex technical issues, managing escalated tickets, and ensuring the smooth operation of our organization’s IT infrastructure.

Responsibilities:

1. Provide second-level technical support to end-users, including troubleshooting hardware, software, and network-related issues.
2. Diagnose and resolve complex technical problems by researching, analyzing, and implementing appropriate solutions.
3. Respond to support requests through various channels, such as phone calls, emails, and tickets, in a timely and professional manner.
4. Escalate unresolved issues to the appropriate IT teams or third-party vendors while ensuring proper follow-up and resolution.
5. Collaborate with Tier 1 technicians to provide guidance, mentorship, and knowledge transfer.
6. Assist with user account management, including password resets, access provisioning, and permission changes.
7. Maintain accurate records of support requests, activities, and resolutions using ticketing systems or other designated tools.
8. Identify recurring issues or patterns and propose preventive measures and process improvements to enhance overall support efficiency.
9. Stay updated on emerging technologies, software, and hardware advancements to provide up-to-date technical support.
10. Contribute to the creation and maintenance of knowledge base articles, user guides, and documentation to empower self-service support options.

We offer competitive compensation and benefits packages, ongoing professional development opportunities, and a supportive work environment. Join our team of dedicated IT professionals and make a difference in providing exceptional technical support to our organization’s end-users.

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