What are the responsibilities and job description for the Tier II Help Desk position at Dexian?
The Tier 2 Service Desk Analyst provides advanced technical support and escalated issue resolution for staff and contractors. This role involves hands-on troubleshooting, AV support, and collaboration with IT teams to ensure timely and effective problem resolution.
Key Responsibilities:
* Handle escalated support requests from Tier 1 analysts.
* Provide desk-side support for hardware/software issues.
* Troubleshoot and support AV equipment (POLY, Cisco, Crestron Certified/ Experience via Zoom, Teams or Webex Rooms
* Support cloud platforms (Microsoft Azure, AWS) and basic troubleshooting.
* Perform installations, configurations, and upgrades of hardware/software.
* Assist with IMACD (Installs, Moves, Adds, Changes, Deletions) activities.
* Maintain accurate asset inventory and support reporting requirements.
* Provide support during meetings and events, including AV setup and live streaming.
Required Skills:
* Advanced troubleshooting and problem-solving skills.
* Strong customer service and communication abilities.
* Experience with Service Desk ticketing systems.
* Proficiency in supporting Windows, Mac OS (Jamf), Office 365, Exchange, Outlook
* Familiarity with cloud environments and AV equipment.
Qualifications:
* 4-5 years preferred, 2 years required of experience in IT support or related field.
* Microsoft, CompTIA A ®, Network ®, or HDI certification preferred.
* High school diploma required, Associates/ Bachelors IT related area of study preferred
Dexian stands at the forefront of Talent Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.