Service Desk Analyst Level 2

At Alliance Technologies, we look for individuals who are:

-Team-oriented

-Motivated to succeed

-Always willing to lend a helping hand

-Passionate about providing quality support

For this role, we're specifically looking for someone who:
Has that natural knack for customer service. Someone who is a
self-starter
but is also
empathetic
,
resilient
, and always eager to learn and grow. The best fit for this role is someone who combines genuine care for clients and their needs with strong technical skills.

If this sounds like you, we invite you to learn more about Alliance and the role of Service Desk Analyst II.

What you can expect in this role:
The Service Desk Analyst II provides advanced technical support for desktop systems and desktop applications, ensuring a high level of client satisfaction through prompt and effective issue resolution. This role involves triaging, prioritizing, and troubleshooting requests, as well as creating and updating knowledge articles to aid in support accuracy. The Service Desk Analyst II works closely with advanced support and systems management teams to escalate more complex issues and coordinates with clients, vendors, and other teams to share information. As an escalation point for Service Desk Analyst I team members, this role requires a strong commitment to upholding Alliance standards, processes, and procedures to ensure consistent, high-quality support.

On a given day, as Service Desk Analyst II you will:

• Provide advanced technical assistance, triage, and prioritization for Desktops and Desktop Applications in a fast-paced and high-performing team
• Follow, create, and revise knowledge articles to support Desktop and Desktop applications, working with the related technical teams to ensure accuracy
• Maintain highest levels of client satisfaction by commitment to timely response and resolution of all requests for client support
• Interact with co-workers, vendors, clients, and representatives of other organizations to obtain and disseminate information
• Work with advanced support and systems management teams for secure and timely escalation of issues beyond the scope of the Service Desk team
• Accurately track and report all time worked per organizational guidelines and client agreements
• Serve as a mentor and escalation point for Service Desk Analyst I team on complex desktop related issues
• Participate in on-call rotation to provide technical assistance for critical issues

*Please Note this position is located in St. Louis, MO. While some Hybrid work is available, this is an in-office position; full-remote is not an option.

Your areas of expertise that matter most for this role:

Education

• Associate degree or higher, focused in computer science, information systems, or related area

Experience

• 2 year+ experience in an information technology support role is preferred
• Ability and experience working in a high volume and fast-paced environment

Strong working knowledge of these technologies:

• QuickBooks / Sage basic troubleshooting and triage
• Triage of network connectivity issues
• PC builds
• Scan to Email
• Initial Security Alert Triages

Perficient in these technologies:

• Microsoft Office 365
• User administration, troubleshooting and support
• Microsoft Edge, Chrome, and Firefox Browsers
• General desktop support for Microsoft Windows and Mac OSx environments
• Managing users and groups in Active Directory
• Application troubleshooting and installation
• Remote connectivity setup
• Email filter maintenance
• Performance troubleshooting

Attributes

• Experience with troubleshooting complex situations
• Creative problem-solving and troubleshooting abilities
• Ability to provide technical assistance across multiple technical environments
• Ability to manage and prioritize multiple tasks and/or projects simultaneously
• Strong customer-centric mindset with a focus on building lasting client relationships
• Strong verbal and written communication skills, with the ability to convey technical information to both technical and non-technical audiences
• A proactive, solutions-oriented mindset, with the ability to identify opportunities for improvement
• Desire to deliver a white-glove experience for our clients

Physical Requirements

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components

When we asked our team members what they think people should know about us, here's what they said:

"Alliance provides an incredible level of support to both its employees and its clients that I've never seen at any other company."

"Everyone looks out for one another."

"Alliance Technologies has amazingly dedicated employees that are customer focused and mission oriented. We work towards our common goals together."

"We are very determined to find the best possible solution for our clients no matter what."

We're excited to add additional dedicated, passionate, supportive individuals to our team. Are you ready to be part of a team that takes pride in providing exceptional services, including cloud computing, network solutions, and consulting to our local community in St. Louis? Apply now