Service Desk Level 2 Analyst

Job Summary

Providing advanced technical support for escalated issues, the full-time remote Service Desk Level 2 Analyst will troubleshoot complex incidents, mentor Level 1 analysts, and ensure high customer satisfaction while working Monday through Friday from 8 AM to 5 PM CST.

Key responsibilities

• Provide advanced technical support for escalated issues across various devices and networks
• Troubleshoot and resolve complex incidents, escalating to specialized teams as needed
• Mentor and support Level 1 analysts to enhance their troubleshooting and customer service skills

Required qualifications

• Associate or bachelor's degree in computer science or a related field preferred
• 2-4 years of technical support experience, with at least 1 year in a service desk environment
• Preferred certifications: HDI Support Center Analyst, ITIL Foundation, Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Endpoint Administrator Associate
• Advanced proficiency with Windows operating systems and Microsoft Office
• Experience with remote support tools and familiarity with ITIL or similar service management frameworks