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L2 Service Desk Anlyst

4 months ago

Grapevine, United States Buchanan Associates Full time
Level 2.0 Support Center Analyst

Position Description:

The Level 2.0 Service Desk Analyst provides up to 24x7 network, hardware, and software support for various client communities which includes troubleshooting and resolving issues escalated by Service Desk Analysts which requires additional levels of access, knowledge & experience. This is in addition to providing routine Level 1 Service Desk Support for all in scope items which may include access & identity management, account provisioning & decommissioning, advanced hardware/software troubleshooting, application issues, basic server troubleshooting, advanced desktop issues, proprietary application support, mobile devices, and PC support in a Windows 10/11 cloud environment.

Essential Duties/Responsibilities:
  • Respond to telephone calls, email and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals
  • Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics
  • Identify, research, and resolve technical problems and escalate problems to other support teams when necessary
  • Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.
  • Document and provide knowledge transfer to other support teams
  • Ticket Escalation Point for Support Desk to increase First Call Resolution
  • Review active tickets and knowledge base for increased accuracy
  • Assist with Overflow Support Desk calls when required
  • Coordinate hand off & escalations to onsite teams & internal managed services teams.
  • Work in a fast-paced environment, able to adapt to frequent change and be able to work a flexible schedule
  • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
Required Skills:
  • Ability to demonstrate a solid understanding of basic network components and concepts
  • Ability to provide support to end users on a variety of topics including Windows 7/8/10, Macs, MS Office, printers, mobile devices, and email issues
  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Strong problem solving/analytical abilities
  • Strong commitment to quality customer service
  • Ability to work independently as well as willing to follow direction and best practices
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.
  • Candidates must also be able to work any shift, holidays, and possible weekends as needed

Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.