Tier 2 IT Service Desk Analyst

• The Associate IT Service Desk Analyst is responsible for acknowledging, triaging, and resolving advanced remote hardware and software incidents. The analyst responds to incoming tickets, phone calls, and service requests while documenting all work in the ticketing system. The role includes troubleshooting issues across technologies such as Active Directory, Office 365, Exchange, Citrix, VPN, virtual desktops, Windows, MAC OS, mobile devices, printers, and standard business applications. The analyst performs in depth problem analysis, executes thorough troubleshooting steps, and escalates issues when appropriate. The position collaborates with team members to identify trends, improve processes, and maintain strong service delivery. The analyst provides a high level of customer service during every interaction and follows up with end users to confirm successful resolution. The role also requires staying current on evolving tools and technologies through ongoing training.

Do you have experience in Ticketing system technical support?, Do you have a Associate's degree?, * Previous experience in a technical support environment such as Service Desk, Help Desk, Desktop Support, or a similar IT support role.

• Hands-on IT troubleshooting experience with technologies including Active Directory, Citrix, Exchange, Office 365, macOS, Windows, VPNs, virtual desktop tools, printers, and mobile devices.
• Proven experience working within a ticketing system, including accurately documenting issues, troubleshooting steps, and resolutions. (ServiceNow preferred)
• Must have exp managing their own que
• Strong Customer Service Skills
• Associate's Degree

Plusses:

• COMPTIA certifications (A+, Network+, MCP)
• ServiceNow Experience
• Healthcare industry experience
• EPIC experience