Service Desk Support Analyst Tier II

Service Desk Support Analyst Tier II

Vacancy expired!

Entertainment company in Beverly Hills, CA is looking to hire a

Level 2 Service Desk Support Analyst on a Direct Hire Permanent basis. You will have a desire to learn and expand your technical knowledge through working with our customers and our senior technical resources. You have experience supporting systems and users via phone and email. Strong organizational and communication skills are required. Multiple shifts available.

What You’ll Do

• Field incoming help requests from end users via telephone, e-mail, and service portal in a courteous manner.
• Provide in-depth phone, remote & deskside technical support
• Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handed by phone Support Analyst (Tier 1) or require a desk side visit including hardware deployments
• If no solution is available, Service Desk Analyst (Tier 2) escalates the incident to Tier 3
• Train, coach, and mentor Tier 1 and new Tier 2 Service Desk technicians
• Create Knowledge Base Runbooks for problem resolution
• Video Conference Room setups and troubleshooting
• Office phone setup and configuration
• Advanced Break / Fix Hardware and Software Troubleshooting including in-house hardware repair & warranty replacement
• On-Boarding / Off-Boarding of employees, interns, temp, and acquisitions
• Familiarity with working with ServiceNow or similar ticketing system as part of a larger team.
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
• Perform office moves and guest office setups
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365.
• Proven troubleshooting methodology and a desire to solve challenges
• Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box, and telephone/video conferencing.
• Basic understanding of networking principals (IP addressing, subnets, routing, switching).
• Working knowledge of antivirus, backups, and virtualization.

What you Need

• Minimum 3+ years of IT experience, preferably in a technical field (industry certifications a plus)
• Bachelor’s Degree preferred
• Must be intelligent, inquisitive, confident and energetic
• Exceptional problem-solving skills and self-motivated
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
• Must be organized, dependable and detail-oriented
• Must be able to meet deadlines and SLAs in a fast-paced, agile environment
• Must have excellent verbal and written communication skills
• Experience in the entertainment industry preferred but not required
• Must be willing to be on-call and work remotely occasionally.