IT Help Desk - Level II Support Analyst (Night Shift)

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Written by AI from the job title and company, not by SIMNET Inc., so some details may not match this job. The employer's own page has the real description.

Job Overview

The IT Help Desk - Level II Support Analyst at SIMNET Inc. plays a critical role in ensuring the smooth operation of our technological environments. This position primarily focuses on providing advanced support for IT-related incidents and requests during the night shift, closely collaborating with Level I support to resolve technical issues efficiently. The successful candidate will be responsible for diagnosing and troubleshooting hardware and software problems, coordinating with vendors, and ensuring user satisfaction through effective communication and problem-solving skills.

Job Responsibilities

• Provide Level II technical support for hardware and software issues reported by end-users.
• Diagnose and resolve IT-related problems, including network connectivity, printer issues, and application errors.
• Assist Level I support staff in troubleshooting complex issues and provide guidance when necessary.
• Document incident responses and resolutions in the ticketing system to maintain an accurate record of issues.
• Coordinate with third-party service providers for related service issues.
• Implement solutions and follow up to ensure complete user satisfaction.
• Participate in maintenance activities, including software patching and system updates, during assigned shifts.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 2 years of experience in IT support or help desk environment, specifically in a Level II capacity.
• Strong knowledge of Windows and Mac operating systems, as well as common business software applications.
• Familiarity with network protocols and network troubleshooting tools.
• Excellent problem-solving skills with the ability to articulate technical issues to non-technical users.
• Superb interpersonal and communication skills, with a focus on customer service.
• Availability to work night shifts and weekends as required.

Technologies & Tools

The IT Help Desk - Level II Support Analyst will primarily utilize various technologies and tools including but not limited to Windows operating systems, Mac OS, Microsoft Office Suite, ticketing systems (such as ServiceNow or Jira), remote support software (such as TeamViewer or AnyDesk), and network diagnostics tools.

Ideal Candidates

The ideal candidate for this position possesses a keen attention to detail, a proactive approach to troubleshooting, and the ability to work in a fast-paced, dynamic environment. They should exemplify strong time management skills and have a passion for providing exceptional customer service. Additionally, candidates who thrive in collaboration and maintain a positive attitude while managing multiple priorities will find success in this role.