Help Desk Analyst II

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