Help Desk Analyst, Level 2

2 days ago


Chester, United States ProRec Resource Solutions, LLC Full time

Job Title: Help Desk Analyst - Level 2We are seeking an experienced Help Desk Analyst to provide Level 2 Support, acting as an escalation point for high-priority support issues and delivering hands-on technical assistance to business and technical users. The ideal candidate will manage expectations, ensure quality standards, and resolve a wide range of hardware, software, and system issues.

Key Responsibilities:

Customer Support and Issue Resolution: Manage customer and end-user expectations, ensuring a high level of customer satisfaction.
Act as an escalation point for high-priority support issues, providing timely and effective resolutions.
Investigate and resolve hardware, software, and system issues for end users.
Provide hands-on technical assistance and support to both technical and non-technical users.
Determine whether issues are caused by hardware, software, or systems and escalate as necessary.
Utilize diagnostic procedures to guide users through problem-solving steps.


System Monitoring and Management: Monitor the team's backlog of open support tickets and reassign issues as necessary to meet service-level agreements (SLAs).
Collaborate with vendors for hardware and software services related to defective products.
Act as a subject matter expert for custom or COTS (Commercial off-the-shelf) applications, providing advanced support and recommendations.


Training and Documentation: Develop training materials, such as exercises and visual aids, for users.
Provide on-site and classroom training for users or recommend external trainers when needed.
Write or revise user manuals, training guides, and standard operating procedures.
Test software and hardware for usability and write evaluations and recommendations for management review.


Technical Expertise and Continuous Improvement: Offer recommendations on policies related to system use and IT services.
Research alternate approaches when standardized methods cannot be applied, working as an in-house consultant.
Stay current with industry trends by reading trade publications and engaging in independent study.
Use a variety of call-tracking software and systems to document and track support issues.



Required Skills and Qualifications:

Proven experience in a Help Desk Level 2 support role, providing technical assistance for hardware, software, and system issues.
Strong communication skills, both written and spoken, with the ability to convey technical information clearly to non-technical users.
Hands-on experience with diagnostic software, troubleshooting, and resolving a wide range of technical issues.
Familiarity with call-tracking software and support systems.
Ability to work in a team environment and complete tasks in a timely manner.
Strong customer service skills with a focus on quality and service-level compliance.

This role offers the opportunity to work in a fast-paced environment where you will be instrumental in resolving technical issues and improving IT services for end users. If you are a highly organized and technically skilled professional who excels in customer service, we encourage you to apply


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