Service Desk Analyst (Tier 2)

ADDA is partnering with an IT company that provides managed IT services for clients ranging from retail chains with 300 stores nationwide, to offices with 200+ employees, to manufacturing facilities. They offer consulting, design, technology implementation, cloud solutions, support, and maintenance. We are seeking an experienced Service Desk Analyst (Tier 2) with a strong technical background and a dedication to providing exceptional customer service. This role involves advanced troubleshooting, prompt ticket resolution, proactive support escalation, and collaboration with other IT teams in a dynamic MSP environment. The ideal candidate will possess excellent problem-solving skills, superior communication abilities, and a commitment to delivering top-tier customer service. Candidates must be within a commutable distance to NYC. While NYC is preferred, candidates from NJ or CT who are willing to travel are also acceptable. 

Qualifications

Experience: Minimum of 2 years in a Tier 2 or equivalent IT support role. Prior experience working for an MSP is a plus.

Technical Proficiency:

• Advanced troubleshooting skills for PCs, Macs, and mobile devices.
• Experience with hardware troubleshooting and remote wipe/reinstallation of OSX or Windows.
• Familiarity with alert systems (e.g., Zabbix, Sophos Ransomware, Ninja) and proactive response.
• Proficiency in Windows & OSX devices, iOS & Android devices, MS Office 365, Google Workspace, Azure, On-Prem AD.
• Knowledge of VoIP systems, POS Systems, Security Systems, and AV equipment is a plus.

Communication Skills:

• Excellent verbal and written communication skills.
• Ability to create, update, and effectively communicate ticket status and resolutions to customers.

Attributes:

• Organized, detail-oriented, dependable, punctual, and self-motivated.
• Proactive self-starter with the ability to manage multiple tasks simultaneously and meet deadlines.

Professionalism:

• Professional appearance and demeanor with good judgment and discretion.

Physical Requirements:

• Ability to lift to 50 pounds unassisted.
• Ability to stand for extended periods.

Travel Requirements

• Valid Driver's License with a clean record.
• Candidates must be within a commutable distance to NYC. While NYC is preferred, candidates from NJ or CT who are willing to travel are also acceptable. 

Responsibilities

Technical Support:

• Addressing Tier 1 escalations.
• Handle customer calls and work tickets promptly based on a schedule.
• Assist in troubleshooting and take over ticket resolution when necessary.
• Working directly with a Service Coordinator

Incident Management:

• Manage and prioritize incidents based on urgency and impact.
• Ensure timely resolution of escalated tickets.  

Advanced Troubleshooting:

• Examples of Applications: Password Managers, Google Workspace Suite, Microsoft Exchange, Office 365, Device Management Applications, Okta, Azure / Active Directory, KnowBe4, Adobe, CAD Applications, Sophos, Slack, Zoom.
• Operating Systems: Windows, OSX, Windows Server, Linux is a plus.
  • Perform remote wipe and reinstall of OSX or Windows as needed.
• Hardware troubleshooting: Device Performance, Errors & Compatibility issues, Network Equipment.

Additional Requirements:

• Ability to work within a framework and adapt to changing processes and procedures.
• Contribute as a valuable member of a growing team, actively participating in team meetings, sharing knowledge, and collaborating to achieve team goals.

What Do You Get Out of This Opportunity

• Training: Continuous investment in expanding your experience and knowledge.
• Support: A collaborative environment where every employee receives the attention and support needed.
• Experience: Ideal for someone with experience in tech services.

Benefits

• Health insurance.
• Paid time off.
• Schedule: Monday to Friday + On-Call Rotation including weekends & holidays.

This role demands commitment to excellence, proactive problem-solving, and dedication to continuous improvement in both technical skills and process efficiency. The successful candidate will play a vital role in maintaining the highest standards of service delivery within our high-paced MSP environment.