IT Service Desk Analyst II

Overview

The Service Desk Analyst II is an entry to mid-level position that serves as the first point of contact for customers seeking technical assistance. This role requires regular on-site presence between our Belcamp, MD and Glenelg, MD locations. Remote work may be approved on a limited basis at management’s discretion, taking into account business needs, individual performance, and team coverage.

Essential Functions

• Respond to requests for technical assistance via phone, chat, or email
• Diagnose and resolve technical issues remotely
• Log all customer interactions into the ticketing system
• Receiving Tier 1 escalations
• Escalate to internal / external Tier 3 after exhausting all troubleshooting steps
• Follow incidents through to resolution
• Provide regular updates to customers on their support requests
• Provide support for corporate-owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting

Minimum Qualifications

• High school diploma or GED
• Microsoft Office 365 experience
• Tech savvy with working knowledge of Microsoft Office products
• Good understanding of computer systems, mobile devices, and other tech products
• Proficiency in English
• Excellent communication and interpersonal skills
• Customer-oriented and cool-tempered
• Moderate physical activity that requires handling and or lifting objects up to 25 pounds
• Some traveling is required to the different locations
• Knowledge of PCI standard compliance requirements is a plus, not a must
• ITIL Foundation Certification is a plus, not a must
• Network Troubleshooting Experience
• An extensive amount of experience in basic computer troubleshooting
• Experience with Active Directory (Account Creation, password reset, OneDrive)
• A+ / Network + / Security+/MCSA / MCSE are a plus, but not required

Benefits

• Competitive starting wage
• Comprehensive benefits package including: medical, dental, vision, short term and long-term disability, 401K with company match, group life insurance, flexible spending, paid time off, and paid holidays

Why You'll Love Working Here

• Make a Difference: Work with enthusiasm and integrity while ensuring communication, coordination and collaboration
• Collaborative Spirit: Be part of a supportive and dynamic team environment
• Growth Opportunities: Develop your skills and advance your career in a dynamic industry
• Competitive Compensation & Benefits: Enjoy a rewarding package that reflects your contributions

What You'll Need

• MUST BE ABLE TO WORK IN OUR BELCAMP, MD OFFICE WITH SOME TRAVEL TO GLENELG, MD** $24-$27/Hr