Help Desk Analyst II

Job Description

Job Description

Key Responsibilities

• Own accountability for day-to-day help desk operations to ensure tickets are properly prioritized, assigned, and resolved within defined SLAs.
• Monitor ticket queues in PSA (Autotask) to maintain even workload distribution and ensure prompt ticket handling.
• Serve as the primary technical escalation point for Tier 1 technicians, offering guidance and assisting with complex issues.
• Provide Tier 2 technical support to resolve escalated service tickets for client systems, networks, and applications.
• Provide support and mentorship to Tier 1 staff, including informal coaching and daily technical assistance.
• Facilitate professional development of the help desk team by identifying training needs, collaborating on performance reviews conducted by VP of Technology, and acting as a liaison for the team to support career growth.
• Audit service desk ticket queues to proactively address potential issues with delays in resolution or ensure that adequate technical personnel are engaged in issue resolution.
• Perform follow-up to ensure that issues have been successfully resolved and communicate with clients to maintain positive client relationships.
• Schedule onsite visits for the technical team to ensure timely issue resolution / equipment delivery while also maintaining adequate help desk coverage.
• Identify process improvements in help desk operations and work with management to implement operational process improvements.
• Document all work performed, maintaining clear and detailed notes in Autotask.
• Identify recurring issues and collaborate with senior technical team to develop permanent resolutions and / or knowledge base entries.
• Communicate with clients in a professional, service-oriented manner, maintaining high levels of satisfaction and transparency.
• Participate in after-hours or on-call rotations as required.Active Directory, MS Windows 10, Basic Troubleshooting, Microsoft Windows, Service Desk Tickets, Manage Services