Service Desk Analyst 2

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Join to apply for the Service Desk Analyst 2 role at Netrio

This range is provided by Netrio. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$55,000.00 / yr - $65,000.00 / yr

Job Summary

The Service Desk Analyst 2 will serve as the first line of defense for many of the issues our client's experience. Users who contact our support number will be connected with one of these individuals to receive help with their problems or to have the problem escalated when necessary. The Service Desk will also help with day-to-day tasks in the office as they will typically be a constant presence there.

This role will require broad knowledge of our standard network engineering practices as well as learning specific knowledge for our clients to better help to serve each of them when the need arises. Customer service will be an important feature of this position as the Service Desk will typically be the first interaction a user may have with our company. Communication skills as well as technical skills will be the key components of this position.

Key Responsibilities

• Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email.
• Provide initial support for all calls and tickets received. If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly.
• Collaborate with team members and escalate issues appropriately.
• Update / create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the other team members if necessary.
• Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome.
• Document client specific information as needed to enable secured but easy access for future, related issues.
• Intake of packages and deliveries received to the office. Enter the information for each delivery into ConnectWise under the relevant client and mark that package for pickup by the engineer.
• May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed.

KEY COMPETENCIES

Customer Focus

Collaboration

Continuous Improvement

Attention to Detail

Time Management

Qualifications

Required :

WORK ENVIRONMENT + BENEFITS

Netrio (formerly PCA Technology Group) offers a hybrid work environment, prioritizing work-life balance, continuous learning, and a supportive team culture. We invest in our people by providing comprehensive benefits, including :

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

The pay range for this position is $55,000 to $60,000 annually and is applicable for candidates who will be working in the following location[s] New York. This range is subject to adjustment for other geographic work locations. In addition to geographic location, Netrio considers education, experience, internal equity, market demands, and other qualifying criteria to determine starting salaries.

In addition to compensation benefits, Netrio offers a variety of health and welfare benefits, based on eligibility, including medical and dental insurance, term life insurance, wellness programs, career development, and enrollment in our company 401(k) plan with company match.

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

IT Services and IT Consulting

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