IT Service Desk Analyst

3 weeks ago


San Diego, United States Eastvantage Business Solutions Inc. Full time

**About the role**:
We are looking for a Service Desk Analyst (L2), who can handle complex IT issues and provide effective solutions for our clients. You will be responsible for managing and maintaining various IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS. You will also be involved in training and mentoring junior staff, creating and updating documentation, and ensuring compliance with IT policies and standards.

**Roles and Responsibilities**:

- Provide first and second level support for IT incidents and requests, ensuring timely and accurate resolution.
- Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
- Perform regular backups, updates, and maintenance of IT systems and platforms.
- Escalate complex or unresolved issues to third level support or vendors as needed.
- Create and maintain IT documentation, such as procedures, manuals, reports, and tickets.
- Train and mentor junior staff on IT systems and platforms, best practices, and customer service skills.
- Ensure compliance with IT policies, standards, and security measures.
- Collaborate with other IT staff and stakeholders to improve IT service delivery and customer satisfaction.

**Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
- At least 5 years of experience in IT service desk or technical support roles.
- Advanced knowledge and skills in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
- Excellent communication, problem-solving, and customer service skills.
- Ability to work independently and as part of a team.
- Ability to prioritize and manage multiple tasks and deadlines.
- Certifications in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS, are preferred.
- Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

**Must have**:

- Technical Certification in ITIL and Microsoft

UShiring

Pay: $3,000.00 - $5,000.00 per month

**Benefits**:

- Paid time off
- Referral program

Experience level:

- 4 years

Schedule:

- Day shift
- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- San Diego, CA 92101: Reliably commute or planning to relocate before starting work (required)

Work Location: In person



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