Provide advanced technical support for escalated issues across desktops, laptops, printers, mobile devices, software, and networks
Troubleshoot and resolve complex incidents, escalating to specialized teams when necessary
Identify root causes of recurring issues and partner with IT teams to implement solutions
Mentor and support Level 1 analysts, helping improve troubleshooting and customer service skills
Ensure timely, accurate resolution of tickets while maintaining a high standard of customer satisfaction
Conduct follow-ups with users to confirm issues are fully resolved
Continuously expand your technical expertise through certifications and hands-on learning
Contribute to special projects and initiatives to improve service delivery.

Associate or Bachelor’s degree in Computer Science or a related field preferred
Preferred certifications (or working toward):
HDI Support Center Analyst (HDI-SCA)
ITIL Foundation
Microsoft 365 Certified: Fundamentals
Microsoft 365 Certified: Endpoint Administrator Associate
2–4 years of technical support experience, with at least 1 year in a service desk environment
Strong customer service skills with the ability to translate technical issues into simple terms
Advanced proficiency with:
Windows operating systems
Microsoft Office
Network troubleshooting
Experience with remote support tools and technologies
Familiarity with ITIL or similar service management frameworks
Strong analytical and problem-solving abilities
Ability to manage multiple priorities and work both independently and collaboratively.

Purpose with Passion – Our L.O.V.E. philosophy—Living Our Values Every Day—makes your work meaningful.
Grow & Thrive – We invest in your certifications, skills, and long-term career development.
Award-Winning Culture – We’re known for delivering top-tier IT service—and that excellence starts internally.
Collaborative & Supportive Team – Work with smart, driven teammates who celebrate wins together.

Service Desk Level II Analyst

About this role