Link to apply to job: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=e2e8763e-c31c-4a94-bd21-a38153d87717&ccId=9200310073991_2&jobId=498847&source=CC3&lang=en_US
The Service Desk Analyst II provides an advanced level of technical support and acts as a liaison between the service desk and other departments. This role involves handling more complex technical issues, contributing to IT projects, and providing guidance to less experienced analysts. 

Essential Duties & Responsibilities 

• Provide an advanced level of technical and user support, resolving escalated issues from Level 1. 
• Serve as a point of contact for stakeholders to communicate intricate service statuses, changes, and resolutions. 
• Facilitate and oversee the issue and change management processes, ensuring optimal workflow and documentation. 
• Offer specialized support for Microsoft Windows, and Office, and troubleshoot more complex PC, mobile devices, and application issues. 
• Create, maintain, and review detailed systems and program documentation, including process improvements and best practices. 
• Manage and supervise network user and hardware accounts, ensuring compliance with IT policies. 
• Engage in high-level communications with end-users and stakeholders during incident management and resolution. 
• Conduct detailed analysis of complex issues to determine the underlying causes and develop long-term solutions. 
• Implement call tracking and ticketing systems to ensure advanced tracking, documentation, and ticket management. 
• Mentor and support Level 1 analysts and guide their professional development. 
• Coordinate the acquisition, imaging, and deployment of sophisticated end-user equipment. 
• Establish strong relationships with IT vendors and partners, enhancing service delivery and project collaboration. 
• Remain informed of emerging industry trends and technologies to anticipate and prepare for future service requirements. 
• Conduct training sessions and create user guides, and FAQ materials to help end users and promote self-service improving end-user proficiency 
• Systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications 
• Provide training to the Customer Support business groups (MaaS360/Sim Control portal/Movista). 

• Stay current with industry trends, technologies, and best practices to continuously improve service delivery and support processes 
• Understand and demonstrate safe work practices at all times to ensure a safe work environment. 
• Comply with all company policies and procedures. 
• Complete special projects and other duties as assigned by manager. 

Knowledge, Skills, and Abilities 

• Solid experience in IT support roles with a track record of managing complex systems and projects. 
• Advanced troubleshooting capabilities across various operating systems and hardware platforms. 
• Expertise in productivity suites and collaborative tools, with heightened problem-solving skills. 
• Superior communication skills to articulate technical concepts to a non-technical audience. 
• Organizational and time-management abilities, with a focus on quality and precision. 
• Leadership qualities, including mentoring, training, and supporting team members. 
• Ability to adapt to quickly changing priorities with a sense of urgency 
• Self-starter with the ability to develop policies and processes to meet business objectives

Experience and Credentials 

• Bachelor’s degree in information technology, computer science, or related field (or equivalent years of work experience) 
• Professional-level IT certifications (e.g., CompTIA Security , Microsoft Certified: Azure Administrator Associate, Cisco Certified Network Associate (CCNA)).
• At least 3-5 years of progressive experience in technical support roles. 
• Exempt/salary position, requiring the capability to work beyond standard hours as needed to accomplish objectives.