What are the responsibilities and job description for the IT L2 Support Analyst/Desktop Support Analyst position at Sky Systems?
Job Title: IT L2 Support Analyst
Job Type & Location: Onsite || Site 2- Philadelphia
Two Commerce Square 2001 Market Street Philadelphia, 19103
Job Requirements
Job Description
The L2 Support Analyst will provide support to End Users on a variety of computing issues. They will also collaborate with Infrastructure subject matter experts, providing input for complex issues. The Senior Analyst will provide guidance to Junior Analysts.
Job Responsibilities And Functions
Job Type & Location: Onsite || Site 2- Philadelphia
Two Commerce Square 2001 Market Street Philadelphia, 19103
Job Requirements
Job Description
The L2 Support Analyst will provide support to End Users on a variety of computing issues. They will also collaborate with Infrastructure subject matter experts, providing input for complex issues. The Senior Analyst will provide guidance to Junior Analysts.
Job Responsibilities And Functions
- Diagnose, resolve, and follow-up on issues relating to various user computing issues
- Provide technical support by phone, remote access, deskside, or site visits as required
- New hire device setup/Imaging
- Experience utilizing ticketing systems
- Ensure tickets are accurately documented and resolved in accordance
- Device inventory management
- Position may require working extended hours or occasional night/weekend as required
- Excellent communication skills both verbal and written
- Ability to multi-task in a fast-paced environment
- Office 365 Productivity Tools
- VPN troubleshooting/connectivity
- Mobile Device Support
- Apple Macintosh troubleshooting
- Knowledge Base Article Creation
- Smart-Hands Support for Network/Server teams
- Follow client Compliance standards
- 3 years relevant technical field experience
- A Certification and/or Network or equivalent work experience
- Windows 11 support experience
- Apple Macintosh support experience
- Prior Desktop Support Experience
- Device Imaging
- Enterprise Encryption
- Prior ticketing system experience, such as ServiceNow
- Ability to write clear, concise documentation
- Ability to provide excellent customer service in person, over phone, through email, and using remote tools
- VIP/White Glove Support
- Strong written and verbal communication skills
- Focus on customer service
- Desire to work in a team environment
- Strong work ethic
- Ability to balance workload while maintaining high standards
