Senior/Analyst II – Service Desk

Position Summary and Primary Responsibilities

• Helpdesk Ticket Triage, Queue Management, Incident Resolution, Project tasks as assigned
• Provide Remote End-user technical support including installation for hardware / software and peripherals.
• Provide support/guidance for End Users regarding O365 and Google applications
• Provide support for mobile devices including iOS and Android based phones and tablets
• Triage and resolve MFA related issues, ensure users are enabled for MFA as appropriate
• Troubleshoot and where possible resolve hardware issues relating to infrastructure and client equipment.
• Troubleshoot and where possible resolve problems encountered in the use of site systems and desktop applications.
• Where onsite/2nd line support is required, escalate to local Technical Support
• Assisting with Project work as required
• PC imaging and troubleshooting
• LAN/Networking

Basic Qualifications

• A. Education/Experience
• Associate's or Bachelor's degree with a minimum of two (2) years of related experience.
• OR Five (5) years of related experience required;
• OR an equivalent combination of education and experience.

• B. Technical Skills Knowledge of the following products/technology, preferably in an enterprise environment
• Office365
• Google (including but not limited to Docs, Sheets, Slides, Meet, Drive, Gemini)
• Windows 10 /11
• Active Directory
• Antivirus tools,
• Good technical trouble shooting and problem-solving skills
• A+ or equivalent Understanding of PC hardware
• Understanding of ITIL
• ServiceNow or other cloud-based Help Desk system
• Use of remote troubleshooting tools
• LAN/Networking
• Cyber Security