The Service Desk Analyst II provides an advanced level of technical support and acts as a liaison between the service desk and other departments. This role involves handling more complex technical issues, contributing to IT projects, and providing guidance to less experienced analysts.

Essential Duties & Responsibilities

• Provide an advanced level of technical and user support, resolving escalated issues from Level 1.

• Serve as a point of contact for stakeholders to communicate intricate service statuses, changes, and resolutions.

• Facilitate and oversee the issue and change management processes, ensuring optimal workflow and documentation.

• Offer specialized support for Microsoft Windows, and Office, and troubleshoot more complex PC, mobile devices, and application issues.

• Create, maintain , and review detailed systems and program documentation, including process improvements and best practices.

• Manage and supervise network user and hardware accounts, ensuring compliance with IT policies.

• Engage in high-level communications with end-users and stakeholders during incident management and resolution.

• Conduct detailed analysis of complex issues to determine the underlying causes and develop long-term solutions.

• Implement call tracking and ticketing systems to ensure advanced tracking, documentation, and ticket management.

• Mentor and support Level 1 analysts and guide their professional development.

• Coordinate the acquisition, imaging, and deployment of sophisticated end-user equipment.

• Establish strong relationships with IT vendors and partners, enhancing service delivery and project collaboration.

• Remain informed of emerging industry trends and technologies to anticipate and prepare for future service requirements.

• Conduct training sessions and create user guides, and FAQ materials to help end users and promote self-service improving end-user proficiency

• Systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications

• Provide training to the Customer Support business groups (MaaS360/Sim Control portal/ Movista ).

• Stay current with industry trends, technologies, and best practices to continuously improve service delivery and support processes

• Understand and demonstrate safe work practices at all times to ensure a safe work environment.

• Comply with all company policies and procedures .

• Complete special projects and other duties as assigned by manager .

  Knowledge, Skills, and Abilities

• Solid experience in IT support roles with a track record of managing complex systems and projects.

• Advanced troubleshooting capabilities across various operating systems and hardware platforms.

• Expertise in productivity suites and collaborative tools, with heightened problem-solving skills.

• Superior communication skills to articulate technical concepts to a non-technical audience.

• Organizational and time-management abilities, with a focus on quality and precision.

• Leadership qualities, including mentoring, training, and supporting team members.

• Ability to adapt to quickly changing priorities with a sense of urgency

• Self-starter with the ability to develop policies and processes to meet business objectives

  Experience and Credentials

• Bachelor’s degree in information technology, computer science, or related field (or equivalent years of work experience)

• Professional-level IT certifications (e.g., CompTIA Security+, Microsoft Certified: Azure Administrator Associate, Cisco Certified Network Associate (CCNA) ).

• At least 3-5 years of progressive experience in technical support roles.

• Exempt/salary position, requiring the capability to work beyond standard hours as needed to accomplish objectives .