Help Desk Analyst: Level 2

• First point of contact for the users who call our IT Service Desk

• Answers incoming calls, self-service requests, emails, and chats

• Tracks all information in ticketing system

• Participates in knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge

• Escalates unresolved problem/issues/requests to the proper resolver group

• Troubleshoot basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.

• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.

• Become familiar with Service Desk policies and processes.

• Become familiar with the Systems, Network, Core applications and each team in the IT Department.

• Other duties as assigned by the Service Desk Manager.

Desired Qualifications:

• 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.

• Demonstrate a general knowledge of operating systems and application software to provide a high level support.

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.

• Excellent oral and written communication skills.

• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.

• Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.