IT Service Desk Analyst II

Responsibilities

• Provide first and second-level technical support to end-users via multiple channels, including Slack, our service desk platform (Jira Service Management), and in-person interactions.
• Efficiently and accurately diagnose and resolve a wide range of IT issues, including but not limited to:
• Account lockouts and password resets.
• Access requests for various systems and applications.
• Hardware troubleshooting and support (laptops, desktops, peripherals, conference equipment).
• Software installation, configuration, and troubleshooting.
• Basic network connectivity and VPN support.
• Understands office buildouts and supports setting up AV, desks, networking, etc
• Manage the lifecycle of IT equipment, including setup, deployment, maintenance, and disposal, including the configuration of computer setups.
• Participate in the new hire onboarding process by preparing and configuring computer hardware and software.
• Execute the offboarding process by deactivating accounts and retrieving company assets.
• Create and maintain clear and concise technical documentation, including knowledge base articles and troubleshooting guides.
• Collaborate effectively with the IT Engineering team on various projects and tasks, providing support and contributing technical expertise.
• Escalate complex issues to the appropriate IT teams when necessary, ensuring proper follow-through and communication with the end-user.
• Maintain a high level of professionalism and provide excellent customer service with empathy in all interactions.
• Adhere to IT policies and procedures.
• Proactively identify potential IT issues and recommend solutions.
• Stay up-to-date with the latest technology trends and best practices.

Qualifications

• 3+ years of experience or degree in related field
• Strong understanding of Windows and macOS operating systems.
• Experience with Microsoft Intune for device management.
• Familiarity with Okta for identity and access management.
• Experience supporting collaboration tools such as Zoom, Google Meet, and Slack.
• Familiarity with common productivity applications (e.g., Microsoft Office Suite, Google Workspace).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with VPN clients and troubleshooting connectivity issues.
• Proven ability to troubleshoot hardware and software problems effectively.
• Experience using a service desk ticketing system (e.g., Jira Service Management, ServiceNow, Jira Service Management).
• Excellent customer service and communication skills, both written and verbal.
• Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
• Ability to work independently and as part of a team.
• A proactive and solution-oriented mindset.
• Ability to lift and move computer equipment as needed.