What are the responsibilities and job description for the Tier 2 IT Service Desk Analyst - Hybrid - 6AM - 3PM ET position at Consulting Solutions?
Hybrid work schedule. Onsite days are Tues, Wed, and Thursday. Remote on Monday and Friday. We are prioritizing local candidates for this role and are not considering candidates who would need to relocate or have long commutes
Summary:
The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues. They are responsible for identifying, researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics.
Skills and competencies:
- Networking Skills
- Basic Network Administration
- Basic Network configuration troubleshooting
- Knowledge of hardware and software
- Protocol and OS Knowledge:
- Experience with Windows operating systems.
- Experience with IOS and Android OS required
- Familiarity in browser technology
- Experience in VOIP systems (telephony)
- At least 3-5 years’ experience in providing remote phone and desktop support.
Education and Qualifications:
- Education Level (Degree, Area of Study) – Minimum Requirement: Associate degree in information technology or equivalent
- Years of Experience (if applicable): 3-5 years working experience in a Service Desk Role
- Professional Certifications: A preferred.
- HDI HelpDesk Professional or ITIL Foundations Required
- Network Certification preferred
Consulting Solutions and its family of companies is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at: requests@consultingsolutions.com