Service Desk Level 2 Analyst

Job Summary

A company is looking for a Service Desk Level 2 Analyst.

Key Responsibilities

• Provide second-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems
• Troubleshoot and resolve technical issues, escalating to appropriate support teams when necessary
• Mentor and guide Level 1 analysts, ensuring timely resolution of service desk issues and customer satisfaction

Required Qualifications

• Associate or bachelor's degree in computer science or related field preferred
• HDI Support Center Analyst (HDI-SCA) certification
• ITIL Foundation certification
• Microsoft 365 Certified: Fundamentals and Endpoint Administrator Associate certifications
• 2-4 years of experience in a technical support role, with at least 1 year in a service desk environment