Service Desk Analyst II

Service Desk Analyst II

Managed Service Provider (MSP) - Service Desk Support and Ticket Escalations

Company Overview

Solve IT Solutions, LLC is a growing Managed Services Provider that specializes in all aspects of business technology with an emphasis on solutions and building client relationships. We value hard work, listening to and understanding our clients’ needs, and going the extra mile to make sure that problems are solved or prevented. We are a community-oriented company that fosters a strong work ethic, values family, is active in our community, and treats our clients and employees with the respect they deserve.

Position Summary

We are seeking a highly skilled and experienced Service Desk Analyst II to join our dynamic team. This role is pivotal in ensuring the efficient operation of our Service Desk support and managing ticket escalation. The ideal candidate will possess a deep technical understanding, exceptional problem-solving abilities, and a strong commitment to customer service.

Responsibilities

• The Service Desk Analyst II provides L2 support to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk
• Analysts will record information relayed from the client and the troubleshooting steps performed along with their corresponding results accurately in the PSA/ticketing system
• Assist with complex technical issues escalated from L1 support, ensuring timely and effective resolution
• The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner
• The analyst will maintain a high first-call resolution rate while meeting or exceeding performance metrics for utilization, SLA compliance, escalation rate and client satisfaction (CSAT)
• Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction
• Proactively identify and take steps to resolve or eliminate recurring incident types
• Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency
• Respond to incoming call and e-mail queues promptly and document incidents accurately into the PSA/ticketing system
• Monitor tickets generated in the PSA for critical problems; perform second-level troubleshooting to diagnose issues and escalate to the correct resource when appropriate
• Monitor and enforce system security guidelines for all clients
• Create user accounts and access rights for clients
• Administer, configure, and maintain Microsoft Windows Server environments, ensuring optimal performance, security and reliability
• Collaborate with IT team members to monitor, manage and troubleshoot M365 services including Azure, Entra ID, Exchange online, OneDrive and SharePoint
• Provide exceptional customer service to all clients
• Proactively support and maintain effective user relationships by educating clients on system operations and applications
• Utilize all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with service level agreements
• Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure client productivity
• Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction
• Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to clients
• Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems
• Work with a variety of proprietary client applications for implementation and perform upgrades as required
• Work with application support teams for full resolution of any issues when necessary
• Assist in the development of internal documentation and procedures related to specific client environments
• Participate in duties as assigned such as application support, patch management, client support activities, etc.
• Position is typically Monday through Friday, 8am to 5pm (EST)
• Work time must be flexible for occasional outside normal business hours work based on client demand or need
• Participation in an on-call schedule that is estimated to be one week on, five - six weeks off (on average)
• Position is typically remote-based support with possible limited travel to/from client locations
• Excellent troubleshooting capabilities

Qualifications

• Proficient with wide range of technologies (Microsoft, Mac, VMWare, Hyper-V, etc.)
• Working knowledge of PC's, operating systems, applications, networks, and hardware concepts
• Understanding of cybersecurity best practices and tools to protect client data and IT environments
• Customer service focused
• Understanding of IT processes and procedures concepts
• Monitoring of server performance and troubleshoot problem areas as needed
• Basic understanding of M365 environments including, Azure, Entra ID and others
• Strong analytical and critical thinking abilities, with a track record of effectively resolving challenging technical issues
• Excellent verbal and written communication skills, with the ability to communicate with both end users and client IT/management (professional writing, clear timelines, and setting expectations)
• Ability to work within an on-call rotation during nights and weekends
• Highly self-motivated and directed with attention to detail
• Ability to work both independently and in a collaborative team environment, fostering positive relationships with colleagues and clients
• Ability to grow and learn new technologies
• Minimum of 5 years of experience in IT support, with at least 2 years in a senior or escalated support role *MSP experience strongly preferred*
• 5 years of experience with using PSA/RMM for troubleshooting and service desk support
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• Minimum of High School Diploma Required
• Relevant industry certifications such as CompTIA A , Network , Security , Microsoft Certified: Azure Fundamentals, or other Microsoft certification is highly desirable
• Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required

Pay: $29.00 - $31.25 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• IT support: 5 years (Required)
• MSP: 2 years (Preferred)

License/Certification:

• PA Driver's License (Preferred)

Work Location: In person

Salary : $29 - $31