Level 2 Analyst

  • location: Alpharetta, GA
  • type: Contract
  • salary: $25 per hour

job description

Level 2 Analyst

job summary:
Level 2 Service desk Analyst

Location Alpharetta GA

Duration: 2+ years

Must be legally authorized to work in the US without additional sponsorship



Top Skills/Responsibilities (list the top 3-5 MUST HAVE skills and responsibilities)

- strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

- Communicate effectively, both verbally and in writing.

- Demonstrates high level of professionalism and positive "can-do" attitude.

- Ability to adapt in a dynamic work environment and make independent decisions.

Responsibilities:

Computer systems administration and support tasks, including analyzing, deploying, documenting, testing, maintaining, troubleshooting, and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization.

- Monitor and respond quickly to incoming requests related to IT issues

- Perform tasks using good communication skills with the ability to work with users diplomatically and skillfully

- Interact with engineers (Network, System, Enterprise Applications, etc.) and/or applications development to resolve operating difficulties

- Maintain an update knowledge base articles

- Perform patching, upgrades, administration, and software installs with elevated rights

- Other duties and responsibilities as assigned by Service Delivery Manager or Team Lead

Knowledge, Skills, and Experience:

- Proven experience as a help desk technician

- General awareness of computer systems, PC repair, and network management

- Ability to deploy, configure, and support operating systems on desktop and mobile

- Understanding and appreciation for information security within systems and user devices.

- Ability to diagnose and resolve technical issues

- strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

- Communicate effectively, both verbally and in writing

- Provide exceptional customer service while responding to phone and incident requests for technical support.

- Good analysis and debugging skill.

- Communicate effectively both orally and in writing with both technical and non-technical personnel.

- Provide onsite and remote technical support

- Lead projects or initiatives on behalf of the Support Services team

- Support Microsoft, Business, and Third-party applications

- Participate in the testing and deployment of Windows desktop images

- Perform pc replacement/upgrade ensuring that the transition is smooth for the end user

- Create documentation for the Support Service Help Center, internally an

- Participate in on call after-hours and weekend support as needed

- Assist with triaging incoming Service Desk calls, chats, tickets as needed

- Maintain accurate and up to date notes in all tickets

- Review open tickets daily and promptly following up on tickets

- Ensure that initial response, ongoing communication, and resolution times are within SLAs

- Install, maintain, and support IT equipment

- Support Windows operating systems of various versions including Windows 8 and 10

- Manage and support Office 365

- Experience with IT Service Management ticketing systems

 
location: Alpharetta, Georgia
job type: Contract
work hours: 8am to 4pm
education: Associates
 
responsibilities:
Support Desk Technology Specialist (Level 2)

Description:

Randstad is looking for a Tier 2 Service Desk Analyst. This candidate will possess an outstanding customer service focus coupled with solid technical skills. The Tier 2 Service Desk Analyst will be part of the Level 2 Support Services Team, supporting and working with customers via phone and/or email, daily, to understand, research, and resolve highly technical issues. This candidate will also work with the procurement, system operations, security, and tier 1 teams. This candidate is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

The Tier 2 Service Desk Technician is responsible for the following: To diagnose and resolve software and hardware incidents, to assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. To accurately record, update and document requests using the IT service desk system. To install and configure new IT equipment. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. Manage and facilitate all hardware that is housed within the site, as well and handle shipping/receiving of hardware as required. Some travel may also be required for this role.

Responsibilities:

Computer systems administration and support tasks, including analyzing, deploying, documenting, testing, maintaining, troubleshooting, and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization.

- Monitor and respond quickly to incoming requests related to IT issues

- Perform tasks using good communication skills with the ability to work with users diplomatically and skillfully

- Interact with engineers (Network, System, Enterprise Applications, etc.) and/or applications development to resolve operating difficulties

- Maintain an update knowledge base articles

- Perform patching, upgrades, administration, and software installs with elevated rights

- Other duties and responsibilities as assigned by Service Delivery Manager or Team Lead

Knowledge, Skills, and Experience:

- Proven experience as a help desk technician

- General awareness of computer systems, PC repair, and network management

- Ability to deploy, configure, and support operating systems on desktop and mobile

- Understanding and appreciation for information security within systems and user devices.

- Ability to diagnose and resolve technical issues

- strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

- Communicate effectively, both verbally and in writing

- Provide exceptional customer service while responding to phone and incident requests for technical support.

- Good analysis and debugging skill.

- Communicate effectively both orally and in writing with both technical and non-technical personnel.

- Provide onsite and remote technical support

- Lead projects or initiatives on behalf of the Support Services team

- Support Microsoft, Business, and Third-party applications

- Participate in the testing and deployment of Windows desktop images

- Perform pc replacement/upgrade ensuring that the transition is smooth for the end user

- Create documentation for the Support Service Help Center, internally an

- Participate in on call after-hours and weekend support as needed

- Assist with triaging incoming Service Desk calls, chats, tickets as needed

- Maintain accurate and up to date notes in all tickets

- Review open tickets daily and promptly following up on tickets

- Ensure that initial response, ongoing communication, and resolution times are within SLAs

- Install, maintain, and support IT equipment

- Support Windows operating systems of various versions including Windows 8 and 10

- Manage and support Office 365

- Experience with IT Service Management ticketing systems

 
qualifications:
  • Experience level: Experienced
  • Minimum 2 years of experience
  • Education: Associates
 
skills:
  • Technical Analyst

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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