Confidential ยท 1 day ago
Tier 2 Helpdesk Analyst
United States
Full-time
Remote
Senior Level
5+ years expConfidential company is seeking a Tier 2 Helpdesk Analyst who will provide first and second point of contact for technical support and troubleshoot complex IT problems. The role includes advanced troubleshooting, ticket resolution, user training, and collaboration with Tier 3 support teams.
Staffing & Recruiting
Responsibilities
Advanced Troubleshooting: Diagnose and resolve complex technical issues related to hardware, software, and network systems, serving as an escalation point for Tier 1 support
Ticket Resolution: Handle escalated support tickets, ensuring that they are resolved in a timely and efficient manner while maintaining high levels of end-user satisfaction
User Training: Provide guidance and training to end-users on software applications, system best practices, and advanced problem-solving techniques to improve self-sufficiency
Documentation: Maintain detailed records of support requests, resolutions, and common issues, contributing to a knowledge base for the IT support team
Remote Support: Offer remote assistance to users, ensuring prompt and effective resolution of issues, especially in situations where on-site support is not required
Root Cause Analysis: Investigate and identify the root causes of recurring technical problems, and work on strategies to prevent their reoccurrence
Escalation Management: Collaborate with Tier 3 support teams to resolve issues that require advanced technical expertise, ensuring seamless handover of escalated tickets
Qualification
Required
Prior experience in a Tier 2 helpdesk or technical support role is essential
High School Diploma or GED equivalent, required
Five (5) or more years of professional experience within a Tier 1, 2 and/or 3 Service Desk or Help Desk related role, supporting a global 24x7 environment
Strong knowledge of desktop operating systems (e.g., Windows, macOS), software applications, and network concepts
Proficiency in troubleshooting complex technical issues
Exceptional communication and interpersonal skills
Ability to work under pressure and manage multiple escalated support requests effectively
Strong problem-solving skills and adaptability
Preferred
Associate's degree or equivalent in Computer Science, Information Systems, or recognized equivalent from an accredited university preferred
IT-related certifications (e.g., CompTIA Network+, Microsoft Certified Desktop Support Technician, ITIL Foundation) are a plus
Company
Confidential
Centralizing All Types Of Next Opportunities For You In One Place.
Vancouver, US
2-10 employeesFunding
Current Stage
Early StageCompany data provided by crunchbase