Service Desk Analyst

3 weeks ago

Erie, United States Adda Infusion LLC Full time
Job DescriptionJob DescriptionDescription:

ADDA is partnering with an IT company that provides managed IT services for clients ranging from retail chains with 300 stores nationwide, to offices with 200+ employees, to manufacturing facilities. They offer consulting, design, technology implementation, cloud solutions, support, and maintenance. We are seeking an experienced Service Desk Analyst (Tier 2) with a strong technical background and a dedication to providing exceptional customer service. This role involves advanced troubleshooting, prompt ticket resolution, proactive support escalation, and collaboration with other IT teams in a dynamic MSP environment. The ideal candidate will possess excellent problem-solving skills, superior communication abilities, and a commitment to delivering top-tier customer service.


Qualifications

Experience: Minimum of 2 years in a Tier 2 or equivalent IT support role. Prior experience working for an MSP is a plus.

Technical Proficiency:

  • Advanced troubleshooting skills for PCs, Macs, and mobile devices.
  • Experience with hardware troubleshooting and remote wipe/reinstallation of OSX or Windows.
  • Familiarity with alert systems (e.g., Zabbix, Sophos Ransomware, Ninja) and proactive response.
  • Proficiency in Windows & OSX devices, iOS & Android devices, MS Office 365, Google Workspace, Azure, On-Prem AD.
  • Knowledge of VoIP systems, POS Systems, Security Systems, and AV equipment is a plus.

Communication Skills:

  • Excellent verbal and written communication skills.
  • Ability to create, update, and effectively communicate ticket status and resolutions to customers.

Attributes:

  • Organized, detail-oriented, dependable, punctual, and self-motivated.
  • Proactive self-starter with the ability to manage multiple tasks simultaneously and meet deadlines.

Professionalism:

  • Professional appearance and demeanor with good judgment and discretion.

Physical Requirements:

  • Ability to lift to 50 pounds unassisted.
  • Ability to stand for extended periods.

Travel Requirements

  • Valid Driver's License with a clean record.
  • Ability to travel into NYC and the Tri-State Area when needed.

Responsibilities

Technical Support:

  • Addressing Tier 1 escalations.
  • Handle customer calls and work tickets promptly based on a schedule.
  • Assist in troubleshooting and take over ticket resolution when necessary.
  • Working directly with a Service Coordinator

Incident Management:

  • Manage and prioritize incidents based on urgency and impact.
  • Ensure timely resolution of escalated tickets.
  • Advanced Troubleshooting:
  • Examples of Applications: Password Managers, Google Workspace Suite, Microsoft Exchange, Office 365, Device Management Applications, Okta, Azure / Active Directory, KnowBe4, Adobe, CAD Applications, Sophos, Slack, Zoom.
  • Operating Systems: Windows, OSX, Windows Server, Linux is a plus.
    • Perform remote wipe and reinstall of OSX or Windows as needed.
  • Hardware troubleshooting: Device Performance, Errors & Compatibility issues, Network Equipment.
Requirements:

Additional Requirements:

  • Ability to work within a framework and adapt to changing processes and procedures.
  • Contribute as a valuable member of a growing team, actively participating in team meetings, sharing knowledge, and collaborating to achieve team goals.

What Do You Get Out of This Opportunity

  • Training: Continuous investment in expanding your experience and knowledge.
  • Support: A collaborative environment where every employee receives the attention and support needed.
  • Experience: Ideal for someone with experience in tech services.

Benefits

  • Health insurance.
  • Paid time off.
  • Schedule: Monday to Friday + On-Call Rotation including weekends & holidays.

This role demands commitment to excellence, proactive problem-solving, and dedication to continuous improvement in both technical skills and process efficiency. The successful candidate will play a vital role in maintaining the highest standards of service delivery within our high-paced MSP environment.

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