Tier 2 Help Desk Analyst

Greensboro, North Carolina

Integrity Consulting
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Job Description:

Seeking a Tier 2 Help Desk Analyst for 100% onsite permanent position in Greensboro, NC.

As the Tier 2 Help Desk Analyst, you will be expected to resolve T2 level help desk tickets and escalations from the help desk team. Expected support requests include but are not limited to; servers, workstations, copiers/printers, email flow, and vendor specific hardware and software.

Responsibilities:

  • Assists the Help Desk team to handle first level support of service requests in a professional and timely manner that meets and/or exceeds client expectations
  • Acts as a point of contact for technical questions and provide guidance towards ticket resolution
  • Coaches team members in daily activities, assessing skills and providing training as needed
  • Serves as a point of escalation for the help desk team
  • Helps maintain a minimum of 75% chargeability for the help desk team
  • Complete assigned tickets in an expeditious and effective manner
  • Works with the dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Provides input on escalated service requests that require next level support
  • Coordinates with vendors and acts as a vendor liaison when needed
  • Escalates tickets as necessary
  • Communicates with clients as required, keeping them informed of ticket progress, notifying them of impending changes or agreed outages in a kind and caring manner
  • Reviews, updates, initiates documentation to ensure smooth delivery of service to clients
  • Enters time and expenses in ConnectWise
  • Participates in the on-call rotation as defined in the on-call procedure

Skills:

  • 2+ years overall IT experience
  • Experience with MS Office, 365, Windows 10/11, and Server 2016/2019
  • Experience with Network Systems, Printers/Copiers, and Outlook/Email
  • Experience with SonicWall, StorageCraft, MS Azure, ConnectWise, or similar PSA (preferred)
  • CompTIA A+, Network+, Server+ Certified (preferred)
  • Experience working for an MSP (preferred)
  • Associate s Degree in Information Systems or Computer Science or higher (preferred)
Tier 2 Help Desk Analyst - 100% onsite
Date Posted: 16 May 2024
Job Expired - Click here to search for similar jobs