Senior Help Desk Analyst

Job Summary

A company is looking for a Senior Help Desk Support Analyst.

Key Responsibilities

• Provide support for software, hardware, security, and network issues via multiple customer contact channels
• Act as a tier 2 liaison to resolve issues and manage knowledge transfer between support teams
• Analyze agent performance and provide coaching to ensure workflow standardization

Required Qualifications

• Associate's Degree in Information Sciences and Technology or related field, or equivalent work experience
• 2 years of progressive experience in Information Sciences and Technology or Technical Service Desk environment
• Knowledge of personal computer and network troubleshooting
• Ability to manage multiple and changing priorities
• Self-motivated and disciplined with a collaborative team approach