Service Desk Level 2 Analyst

Job Summary

A company is looking for a Service Desk Level 2 Analyst who is energized by solving technical puzzles and helping people stay connected and productive.

Key Responsibilities

• Serve as the go-to technical resource for desktops, laptops, printers, mobile devices, software, and network issues
• Tackle mid-level challenges, resolve escalations, and collaborate with IT teams when needed
• Mentor Level 1 analysts through coaching and guidance

Required Qualifications

• Associate's degree (or higher) in Computer Science or related field preferred
• 2-4 years in technical support, including at least 1 year as a Service Desk Level 2 Analyst or similar role
• Professional certifications (or working toward): HDI Support Center Analyst (HDISCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Endpoint Administrator Associate
• Strong proficiency in Windows OS and Microsoft Office
• Familiarity with ITIL or similar service frameworks