Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks
Troubleshoot and resolve complex incidents, escalating when appropriate
Identify and resolve underlying problems affecting IT systems and services
Mentor and guide Level 1 analysts, assisting with incident resolution and skill development
Ensure timely and accurate resolution of all technical issues
Conduct follow‑up with customers or employees to support satisfaction and continuity
Continue building your technical skill set through training, certification, and self‑directed learning
Participate in special projects that enhance service delivery and IT operations

Associate or bachelor’s degree in computer science or related field preferred
Relevant certifications (or pursuing):
HDI Support Center Analyst (HDI‑SCA)
ITIL Foundation
Microsoft 365 Certified: Fundamentals
Microsoft 365 Certified: Endpoint Administrator Associate
2–4 years of experience in technical support, with at least 1 year in a service desk environment
Strong customer service and communication skills, able to explain technical concepts clearly
Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting
Familiarity with ITIL or similar service management frameworks is a plus
Ability to work independently and collaboratively to deliver exceptional service
Excellent problem‑solving and analytical skills
Ability to manage multiple tasks simultaneously and prioritize effectively
Experience with remote support tools and technologies
Travel to multi-sites required

Service Desk Level II Analyst

Key skills