JOB SUMMARY

The Level II Analyst’s primary responsibility is to perform technical troubleshooting for the end user.  The Level II Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to the appropriate resolver group.  Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.[LA1] 

ESSENTIAL FUNCTIONS

• Provide Level II support to the client.
• Identify and escalate priority issues.
• Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
• Escalate user issues to appropriate resources when necessary.
• Perform software, hardware and basic network troubleshooting.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation.
• Perform other duties as assigned.

KEY COMPETENCIES

• Team Player  – Works cooperatively, interfaces effectively; gains confidence and trust of others; recognizes strengths and limitations of self and others.
• Adaptability – Responds resourcefully to rapid change and ambiguity. Works constructively under pressure. embraces change.
• Ethics / Acts with Integrity – Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
• Interpersonal Relations – Effectively deals with supervisor, subordinates, peers and other business contacts.  Relates to others in an open, friendly and cooperative manner.
• Sound Judgment – Applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely decisions.
• Initiative – Takes on additional responsibilities; continues professional development.
• Customer Focus - Consistently responds to internal and external customer’s requests to properly identify and resolve concerns; understands how their job impacts the work processes of others

Essential Job Requirements

• Outstanding Customer Service skills.
• Ability to communicate effectively via, telephone, chat and e-mail with customers and peers in varying roles
• Excellent skills in the following areas: Communication - Interpersonal - Analytical - Problem Solving.
• Adept in troubleshooting system and application issues.
• Proficient in Windows XP and above
• Understanding of LAN/WAN connectivity, and hardware (peripherals) with moderate-to-high level software, network and hardware troubleshooting skills.
• Ability to multi task in a fast paced environment.

Preferred Skills

• Previous Help Desk/call center experience.
• Technical certifications are a plus
  • A+
  • MCP
  • NET+
  • MCSE
  • Apple
  • MCTS
  • CCNA
  • CCNP
  • VCP
  • MCSA
  • COMPTIA Security+
• Previous experience with ITIL and HDI methodologies

• Associate’s degree or higher and/or completion of Technical Program or equivalent work experience.