JOB DESCRIPTION SUMMARY

The Information Technology Help Desk Analyst II provides quality customer service and second level technical support to computer users via walk up, telephone and email. Responsible for coordinating delivery of services to internal users and collaborates with cross-functional teams to ensure IT services are operational. They continue to improve Information Technology systems, processes, applications, and technology. Acts as a point of contact for incident escalations and works both collaboratively and independently to triage and resolve IT issues.

EDUCATION AND EXPERIENCE

• Associate Degree in related field or equivalent experience preferred
• Minimum of 2 years experience in a customer support environment with proven desktop, technical and training skills, including experience supporting resources at all levels in an organization.
• Professional Certifications such as Net+, CCNA Collab, CCNE, HDI, or ITIL is a plus.
• Experience with Active Directory, remote desktop tools, and ticketing systems.
• Experience with Microsoft Office products, Outlook, and Microsoft Windows 10/11 and Office365 required.
• Experience with RingCentral and NICE InContact is a plus.

KNOWLEDGE, SKILLS AND ABILITIES

• Expert knowledge of software, hardware, systems, and applications used by associates.
• Excellent analytical and problem-solving skills to diagnose and resolve related problems.
• Able to interact effectively with Executive and all other levels
• Able to work efficiently on multiple tasks and projects at any given time.
• Strong technical, analytical, and critical thinking skills.
• Strong written and verbal communication.

TRAVEL REQUIREMENTS

As necessary to Corporate Offices, Data Center locations

• Provides resolution of technology problems that are escalated from Level 1 Service Desk.
• Provides assistance and direction to Level 1 Service Desk analysts.
• Monitors outstanding issues to ensure both response and resolution times are met.
• Addresses, escalates, and guides the progress of IT requests for customized applications with exceptional attention to follow-through.
• Acts as backup for the Genius Bar by being fully versed on all IT solutions.
• Motivates the team and stakeholders to act without direct authority.
• Provides status updates to Information Technology management, and functional areas regarding unresolved requests and system outages.
• Performs software installations and data backup and recovery for end users
• Leads and assists on various projects regarding new applications or technology.
• Creates and maintains knowledgebase articles.
• All other duties as assigned.