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SalaryExperience: 5+ years
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
Environment: Position is Hybrid, minimum 2 days a week onsite. Remote days are expected to be in an adequate home office, following standard County work hours
Tech Environment: M365 Productivity Suite, CA Service Desk, Clarity
