Helpdesk Analyst II

#LI-CF2 #LI-Hybrid Essential Functions and Primary Duties Open tickets and troubleshoot issues to achieve first call resolution metrics. Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets. Troubleshoot and address second level support tickets. Utilize general troubleshooting techniques and available resources provided in order to diagnose and resolve issues. Fully document all associated resolutions and/or actions taken in the ticketing software system by means of knowledgebase articles and other technical documentation. Provide routine preventative maintenance tasks as defined by service level agreements. Assist with client onboarding projects and other tasks/projects as assigned. Strong and consistent communication with internal staff as well as with customers. Assist with process improvements and service delivery on a continuing basis. Responsible for maintaining relevant technical certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications. Provide off-hours support for emergency calls as a member of an on-call rotation. Perform tasks as assigned by management. Preferred Qualifications Previous MSP experience 3-5 years of experience in a previous help desk environment Experience with Microsoft 365, Windows Workstation, Active Directory Strong organization and customer service skills MS Certification – e.g. MS-102 or MD-102 Minimum Qualifications Bachelor’s degree in relevant field 3 years of relevant work experience Achieve professional certifications relative to area of expertise, must have and preserve required licenses Must possess analytical skills Proficient use of applicable technology Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally Must be able to travel based on client and business needs