Service Desk Analyst II

Service Desk Analyst II

Requirements

• Associates degree in Computer Technology or related field, or at least one certification such as MCP, MTA, HDI-HDA, ITIL Foundations, or CompTIA A+
• Minimum 3+ years of experience working in a corporate Help Desk or call center environment
• Intermediate knowledge using and troubleshooting Windows 10, Office 2013, and Adobe
• Intermediate knowledge using and troubleshooting hardware such as laptops, desktops, and printers

Responsibilities

• Provides intermediate-level technical support (software, hardware, processes) to Credit Acceptance team members via phone and web form.
• Provides second-level escalation support for Associate Service Desk Analysts.
• Logs and documents all necessary information for every customer contact.
• Executes incident management for system issues, adhering to established process and SLAs.
• Communicates as the face of IT to all areas of the business for incidents.
• Escalates system issues to the appropriate support teams when appropriate.
• Identifies, recommends, and implements proactive solutions to avoid system issues.
• Performs IT request fulfillment based on established SLAs.
• Ensures Knowledge Base documentation is accurate and current.
• Executes on-boarding process for new Service Desk team members.
• Mentors and coaches all Associate Service Desk Analysts.
• Participates in 24/7 on-call rotation schedule and be able to work an 11am – 8pm EST shift.

Preferred Qualifications

• Experience with DexTools (i.e; NexThink, ControlUp, ThousandEyes)
• Experience with AI technology
• Advanced knowledge using and troubleshooting network connectivity (wired and wireless) for both home and office
• Intermediate knowledge using and troubleshooting SharePoint and Office 365
• Intermediate knowledge using and troubleshooting mobile devices such as iPads & iPhones
• Intermediate knowledge of ITIL concepts and processes