This Tier 2 IT Service Desk Analyst position requires providing first and second-level technical support to end-users for workstations, printers, and Microsoft 365 applications. The role involves troubleshooting technical issues, managing user accounts, utilizing helpdesk ticketing systems, and maintaining excellent customer service. Strong knowledge of Microsoft 365, Windows OS, and common desktop applications is essential.
Location:
Norfolk, Virginia 23518, United States
Responsibilities:
- Deliver first and second-level technical support to end-users for workstations, printers, and Microsoft 365 applications.
- Log, track, and escalate technical incidents using a helpdesk ticketing system.
- Assist with user account provisioning, deprovisioning, and password resets.
- Troubleshoot basic network, hardware, and software issues.
- Provide excellent customer service and clear communication to end-users.
Required Skills & Certifications:
- Strong knowledge of Microsoft 365, Windows OS, and common desktop applications.
- Experience with helpdesk ticketing systems (e.g., ServiceNow or Zendesk).
- Excellent customer service and communication skills.
Preferred Skills & Certifications:
- Experience with network troubleshooting.
- Knowledge of various hardware and software applications.
Special Considerations:
None specified in input.
Scheduling:
Not specified in input.
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