Help Desk Analyst IIVirtualVocations • Austin, Texas, United States
Help Desk Analyst II
VirtualVocations • Austin, Texas, United States
[job_card.1_day_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]
A company is looking for a Help Desk Analyst II to provide Tier 2 service desk support remotely.
Key Responsibilities
Receive, document, triage, escalate, and respond to customer requests within defined service levels
Log, manage, and resolve incidents and service requests in ServiceNow, escalating as necessary
Support and mentor Help Desk Analyst I staff and contribute to knowledge base documentation
Required Qualifications
US Citizenship required - Ability to obtain a DHS Public Trust Security Clearance
Bachelor's Degree (preferably in IT) or equivalent combination of experience / education
5+ years of IT support or service desk experience in a professional or enterprise environment
Previous experience with a ticketing system such as ServiceNow or equivalent
Experience with relational databases such as PostgreSQL and data querying concepts
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