Service Desk Representative Analyst II

Elixir 360; United States; Hybrid; USD 45,000 - 65,000; Full time

Job summary

Elixir 360 is seeking a Service Desk Representative Analyst II to support users across the organization by addressing hardware and software issues, and providing guidance on IT systems and processes.

The role emphasizes collaboration with IT teams, mentoring junior analysts, and maintaining comprehensive knowledge base documentation to improve incident resolution times.

Qualifications

• Bachelor's degree or equivalent preferred.
• Experience in IT support and service desk operations is desirable.

Responsibilities

• Collaborate with IT teams to implement system improvements and participate in deployment of new applications and services.
• Train and mentor less experienced service desk analysts, sharing expertise and promoting continuous learning.
• Provide technical support for hardware and software issues encountered by users.
• Develop and maintain detailed documentation of common issues and resolutions for knowledge base.
• Analyze and resolve technical problems including network, hardware, and software issues.
• Monitor system performance and contribute to system audits to ensure IT standards and policies.
• Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.

Skills

Information Technology (IT) Systems

Education

4 year Bachelors Degree (Preferred)

Job description

The Service Desk Representative Analyst II is a member of the IT support team, responsible for handling technical issues and providing support to users across the organization. This role requires an understanding of IT systems, problem-solving skills, and the ability to communicate effectively with users and IT personnel.

Key Responsibilities

• Collaborate with IT teams to implement system improvements and participate in the deployment of new applications and services.
• Train and mentor less experienced service desk analysts, sharing expertise and promoting a culture of continuous learning and improvement.
• Provide technical support for both hardware and software issues encountered by users.
• Develop and maintain detailed documentation of common issues and resolutions to enhance the knowledge base.
• Analyze and resolve technical problems, including network, hardware, and software issues.
• Monitor system performance and contribute to system audits to ensure compliance with IT standards and policies.
• Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 0-2 years experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Primary Skills

• Information Technology (IT) Systems