IT Support Analyst II

TEKsystems - Lafayette, IN

Full-time - Entry Level

Lafayette, IN

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The IT Service Desk Analyst II will act as a key point of contact for corporate IT support inquiries from team members regarding issues related to company-provided IT systems and applications. This role requires the Analyst to rely on experience, instructions, and the knowledge base to answer inquiries and resolve problems effectively. The Analyst must strive to achieve and maintain a high level of service satisfaction among team members by resolving both hardware and software problems quickly and correctly, while providing accurate and informative communication. When required, incidents from other analysts will be referred to second-level support. The IT Service Desk Analyst II will serve as a specialist in specific roles as well as assist with overflow tickets and phone calls from the Level 1 support team.

Responsibilities

• Primary responsibility is user support and customer service.
• Exhibit excellent interpersonal skills with both technical and non-technical personnel.
• Perform escalations when necessary to vendors or internal departments; capable of acting as remote support for vendors.
• Administer, maintain, and support enterprise resources, including laptops, desktops, tablets, mobile phones, and other network-enabled devices.
• Act as both a primary support point and an escalation point for Level 1 Analysts regarding technical issues within an enterprise environment.
• Collaborate with other IT groups to ensure efficient and timely problem-solving.
• Resolve unknown errors and document resolution procedures for use in the knowledge base.
• Participate in special projects as needed.
• Take part in the On-Call rotation with the team.
• Perform other duties as assigned.

Requirements

• Associate degree and/or IT-related Industry Certifications (Preferred Major: Information Technology).
• Minimum of 2+ years of experience in a customer service/technical support role is required.
• At least 1 year of experience in handling progressively harder Tier 2 issues.
• Experience working with multi-tiered ticket handling/resolution systems.
• Familiarity with user support and customer service best practices.