Service Desk Analyst Level 2

1099 Independent Contractor

Part-Time: at most 27 hours per week

Shift Schedule: Weekend (Friday to Monday), Night Shift Coverage (7 am to 7 pm), 9 hours per shift with a 1-hour break

L2 Service Desk Analysts typically need more advanced and specialized skills than L1 analysts. To support AWS, Azure, O365, and customer desktops, an L2 Service Desk Analyst should possess the following skills:

Advanced Technical Skills:

Strong understanding of cloud computing services like AWS and Azure, including advanced elements like setting up and managing virtual networks, database services, serverless computing, and more.

Advanced knowledge of Microsoft Office 365 suite including migration, administration, and troubleshooting of services like Exchange Online, SharePoint Online, Teams, and OneDrive.

Proficiency in troubleshooting complex issues in different desktop operating systems, and software applications, including remote desktop support.

Knowledge of network troubleshooting, including advanced aspects like firewalls, internet security, and network protocols.

Understanding of ITIL processes and service management tools for not just ticketing, but also change management, service level management, and configuration management.

Communication Skills: Excellent communication skills to explain complex technical issues to both technical and non-technical users, as well as to interact with stakeholders and higher management.

Certifications: Certifications for higher-level expertise in AWS, Azure, and O365 can be beneficial. These might include AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator Associate, or Microsoft 365 Certified: Enterprise Administrator Expert.

Mandatory requirements for Outsourcing staffing:

• Must be US-based.
• Must have excellent phone skills.
• Must have strong troubleshooting skills
• Must be able to follow documented processes.
• Must utilize the client's ticketing system (Autotask).
• Must utilize the client's call management system (Dialpad).
• Must utilize DatttoRMM for customer support.
• Must be able to scale up as the client's business demand grows.
• Must have a lead for shift handoff.
• Must perform and pass background checks.
• SOC2 compliant.
• Must pass financial assessment by our Contracts team.
• Must be able to support 100