Help Desk Analyst II

Our client is seeking an Help Desk Analyst II for a contract opportunity. 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.

DUTIES:

• 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 Company 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.

REQUIREMENTS:

• 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.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.

Job Requirements

On-Site

By using best practices and optimal employee recruiting strategies, Kavaliro provides employers with employment solutions by providing the most qualified and professional employees, who can staff both project and permanent positions in order to ensure the ongoing success of all types of businesses. We use a streamlined-yet-thorough approach to staffing that saves our clients administrative time, resources and money.