Job Description

The Support Center Analyst II is responsible for supporting Company’s users requiring assistance with technology and serves as an internal resource for escalations and advanced expertise. Occasional remote support or travel is required to serve hybrid office work and geographically dispersed locations.

A strong technical background combined with customer service experience is required, as well as problem solving and the ability to motivate the team to achieve specific goals. Ensure high quality technical support while maintaining or exceeding service levels and KPI/QA targets.

JOB DETAILS

• Monitor and respond to support requests through phone, walk-up, email, and self-service ticketing.
• Collaborate with internal team members, and external groups to triage and troubleshoot issues, serving as a subject matter expert or escalation point for advanced issues.
• Track and document work performed in an ITSM tool (Atlassian Jira Service Management.)
• Work independently with minimal oversight.
• Support enterprise software including Microsoft Windows, Mac OS, O365, Okta, SharePoint, Jamf, Apple iOS and Android.
• Obtain and maintain advanced training/certifications (MD-102, ACMT, ITIL, HDI, etc)
• Create and maintain knowledgebase articles and provide training to both users and colleagues.
• Assist and contribute to vendor management efforts.
• Organize or lead technical project work as needed.

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