Service Desk Analyst, Level 2
DYOPATH
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $20 per hour
Job Level
JuniorMid-Level
About the role
- Provide second-level support for technical issues including desktop, laptop, printer, mobile device, software, and network problems.
- Troubleshoot and resolve issues or escalate to appropriate support teams when necessary.
- Identify and resolve IT system problems, collaborating with other IT staff as needed.
- Guide and mentor Level 1 analysts in problem-solving and incident resolution.
- Ensure timely and accurate resolution of all service desk issues.
- Conduct follow-up activities to ensure customer satisfaction.
- Continuously improve technical skills through training, certification, and self-directed learning.
- Participate in special projects as assigned.
- Work closely with other IT staff to escalate and resolve issues and contribute to a collaborative and inclusive work culture.
Requirements
- Associate or bachelor’s degree in computer science or related field preferred.
- HDI Support Center Analyst (HDI-SCA) certification.
- ITIL Foundation certification.
- Microsoft 365 Certified: Fundamentals and Endpoint Administrator Associate.
- 2-4 years of experience in a technical support role, with at least 1 year in a service desk environment.
- Strong customer service skills with the ability to communicate technical information to non-technical users.
- Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting.
- Ability to work independently and as part of a team, focusing on exceptional customer service delivery.
- Excellent problem-solving and analytical skills.
- Ability to manage multiple tasks simultaneously and prioritize workload effectively.
- Experience with remote support tools and technologies.