Service Desk Analyst Ii

*** Position is Hybrid, minimum 2 days a week onsite. Remote days are expected to be in an adequate home office, following work hours ***

JOB DESCRIPTION:

· Level 2 Support: This Level 2 role requires more skill and leadership than a traditional Level 1 Service Desk Analyst.

· This role will be responsible for user account management, telecommunications account management, certificate management, new hardware request approvals, documentation creation and maintenance, and monitoring work queues.

· In addition, the role will resolve incidents in the areas of Telecommunications, Identity and Access Management, Workstation Services, and Microsoft 365.

· Candidate must be a self-starter who takes ownership and responsibility of assignments and understands the urgency and importance of providing excellent customer service.

**** Mandatory Skills & Experience ****

• 5+ years’ experience on a Level 1 / Level 2 Service Desk
• 3+ years’ experience in User Account Management (experience with OTKA a plus)
• 3+ years’ experience with M365 Product end-user support
• Passionate about delivering the ultimate customer experience
• Excellent knowledge and experience using Microsoft Office 365 Suite (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, SharePoint Online, Teams)
• Able to successfully multi-task and prioritize work
• Demonstrated problem-solving skills • Excellent written and verbal communication skills

Tech Environment: M365 Productivity Suite, CA Service Desk, Clarity

Job Types: Full-time, Contract

Salary: $35.00 - $45.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person