Service Desk Level II Analyst

Job Summary

A company is looking for a Service Desk Level II Analyst who will provide technical support and mentorship within a remote team environment.

Key Responsibilities

• Provide second level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks
• Troubleshoot and resolve complex incidents, escalating when appropriate
• Mentor and guide Level 1 analysts, assisting with incident resolution and skill development

Required Qualifications

• Associate or bachelor's degree in Computer Science or related field preferred
• 2-4 years of experience in technical support, with at least 1 year in a service desk environment
• Relevant certifications (or pursuing) such as HDI Support Center Analyst, ITIL Foundation, and Microsoft 365 Certified: Fundamentals
• Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting
• Familiarity with ITIL or similar service management frameworks is a plus