Help Desk Analyst II

Job Summary

A company is looking for a Help Desk Analyst II to provide Tier 2 service desk support remotely.

Key Responsibilities

• Receive, document, triage, escalate, and respond to customer requests within defined service levels
• Log, manage, and resolve incidents and service requests in ServiceNow, escalating as necessary
• Support and mentor Help Desk Analyst I staff and contribute to knowledge base documentation

Required Qualifications

• US Citizenship required - Ability to obtain a DHS Public Trust Security Clearance
• Bachelor's Degree (preferably in IT) or equivalent combination of experience/education
• 5+ years of IT support or service desk experience in a professional or enterprise environment
• Previous experience with a ticketing system such as ServiceNow or equivalent
• Experience with relational databases such as PostgreSQL and data querying concepts