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Allegis Group - Orlando, FL
posted about 2 months ago
Full-time - Entry Level
Remote - Orlando, FL
10,001+ employees
Administrative and Support Services
About the position
The Tier 2 Service Desk Analyst will provide Level II incident resolution and service request management for a nationally recognized organization. This hybrid role involves both on-site and remote work, focusing on troubleshooting and resolving technical issues across various systems and applications. The analyst will serve as an escalation point for Tier 1 support, ensuring high-quality service delivery and operational efficiency.
Responsibilities
- Provide Tier 2 support, resolution, and onsite/remote troubleshooting of workstations, applications, systems, and endpoints.
- Serve as technical lead providing in-depth troubleshooting and developing operational procedures.
- Provide team onboarding, ongoing technical mentorship, and training for new hires.
- Complete application deployments and system configurations across the enterprise.
- Investigate, triage, diagnose, and resolve escalated incidents impacting IT operations.
- Record high severity activities and participate in root cause analysis meetings.
- Monitor applications and enterprise systems for equipment failures and performance errors.
Requirements
- 3+ years of IT Service Desk experience, specifically Tier 2 resolution experience.
- Strong knowledge of Active Directory (password resets, adding/removing users).
- Basic SQL scripting experience, including running queries and joining tables.
- Experience with mobile device management (MDM) and technical writing.
Nice-to-haves
- Bachelor's Degree in computer science or 5 years in a related technical field.
- Microsoft Certifications and CompTIA A+ certifications.
- Working knowledge of Microsoft SCCM and Azure.
- Experience building, deploying, and supporting POS systems.
Benefits
- Medical, dental & vision insurance
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth contributions
- Voluntary Life Insurance & AD&D for employee and dependents
- Short and long-term disability insurance
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Paid Time Off (PTO), Vacation, or Sick Leave
