Analyst II Service Desk

Key Responsibilities:

• Provide first and second-level technical support to internal users via phone, email, chat, or in-person.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document all support interactions, including the nature of the issue and the resolution steps taken, in the Service Now ticketing system.
• Escalate unresolved issues to appropriate internal teams or external vendors for further investigation and resolution.
• Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
• Collaborate with other IT teams to identify and implement process improvements and best practices.
• Assist with user account management tasks, including account creation, modification, and termination.
• Provide training and guidance to users on basic IT procedures and best practices.
• Take ownership and responsibility of an issue from start t...