Service Desk Level 2 Analyst

A company is looking for a Service Desk Level 2 Analyst who thrives on team spirit and delivering exceptional support.

Key Responsibilities

Act as the primary technical resource for desktop, laptop, printer, mobile device, software, and network issues

Resolve mid-level challenges and collaborate with IT teams to troubleshoot escalated incidents

Mentor Level 1 analysts and prioritize user satisfaction through timely issue resolution

Required Qualifications, Training, and Education

Associate's degree (or higher) in Computer Science or a related field preferred

Professional certifications (or in progress) such as HDI Support Center Analyst, ITIL Foundation, and Microsoft 365 certifications

2-4 years of experience in technical support, with at least 1 year as a Service Desk Level 2 Analyst or similar role

Strong proficiency in Windows OS and Microsoft Office suite, along with advanced network troubleshooting skills

Familiarity with ITIL or similar service frameworks