- 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.
- 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.
- 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.
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Service Desk Analyst II - Huntingdon Valley, United States - Jacent Strategic Merchandising
