Service Delivery Analyst, Tier 2

This is a fully remote position, open to applicants in United States.

📋 Description

• Become a member of the Service Delivery team as a Tier 2 Analyst.

• Deliver exceptional support to enhance the end-user experience.

• Provide user support for desktops, laptops, printers, and various software applications.

• Oversee help-desk systems, including ticketing systems and imaging software.

• Act as high-level support for complex escalated issues.

• Create support documentation for the products being supported.

⛳️ Requirements

• High School diploma or equivalent (Degree is preferred).

• 3-7 years of experience in IT, Help Desk, and/or Managed Service Provider (MSP) environments.

• Preferred competency certifications (Net+, Microsoft, VMWare, etc.).

• Strong interpersonal skills; equally adept at engaging with people and technology.

• Possess a resilient attitude and the determination to uncover solutions.

• Proven experience in delivering high-quality customer desktop support for applications and devices, including printers.

• Familiarity with help desk ticketing systems (handling responses, assignments, closures, and follow-ups on requests).

• Knowledge of data administration, retention, and recovery methods and techniques.

• Basic networking experience, covering wireless, wired, security, and fundamental design.

• Capability to produce support documentation for the products supported.

• Experience with corporate applications such as Microsoft Office and Adobe applications.

• Active Directory account management skills.

• Understanding of Group Policy.

• Knowledge of DNS (both public and private).

• Experience with Office 365 Admin (including Intune, Azure).

• Experience working with virtual machines (preferably VMware).

• Familiarity with RMM (Remote Management & Monitoring) systems (preferably Kaseya).

• Skills in desktop imaging.

• Basic scripting abilities (preferably in PowerShell).

• High level of communication skills, both written and verbal.

• Excellent organizational and time management capabilities.

• Security-focused mindset.

• Availability for a 24x7 on-call schedule, including weekdays and weekends.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401K plan with employer matching.

• Paid time off and holidays.

• Opportunities for professional growth and development.

• Support for training and certification.