Tier 2 Help Desk Analyst
2 weeks ago
Job Description:
Seeking a Tier 2 Help Desk Analyst for 100% onsite permanent position in Greensboro, NC.
As the Tier 2 Help Desk Analyst, you will be expected to resolve T2 level help desk tickets and escalations from the help desk team. Expected support requests include but are not limited to; servers, workstations, copiers/printers, email flow, and vendor specific hardware and software.
Responsibilities:
- Assists the Help Desk team to handle first level support of service requests in a professional and timely manner that meets and/or exceeds client expectations
- Acts as a point of contact for technical questions and provide guidance towards ticket resolution
- Coaches team members in daily activities, assessing skills and providing training as needed
- Serves as a point of escalation for the help desk team
- Helps maintain a minimum of 75% chargeability for the help desk team
- Complete assigned tickets in an expeditious and effective manner
- Works with the dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Provides input on escalated service requests that require next level support
- Coordinates with vendors and acts as a vendor liaison when needed
- Escalates tickets as necessary
- Communicates with clients as required, keeping them informed of ticket progress, notifying them of impending changes or agreed outages in a kind and caring manner
- Reviews, updates, initiates documentation to ensure smooth delivery of service to clients
- Enters time and expenses in ConnectWise
- Participates in the on-call rotation as defined in the on-call procedure
Skills:
- 2+ years overall IT experience
- Experience with MS Office, 365, Windows 10/11, and Server 2016/2019
- Experience with Network Systems, Printers/Copiers, and Outlook/Email
- Experience with SonicWall, StorageCraft, MS Azure, ConnectWise, or similar PSA (preferred)
- CompTIA A+, Network+, Server+ Certified (preferred)
- Experience working for an MSP (preferred)
- Associate s Degree in Information Systems or Computer Science or higher (preferred)
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