Tier 2 Service Desk Analyst

TEKsystems is seeking an experienced Tier 2 Service Desk analyst, for a 6 month contract to hire role with a nationally recognized organization in Orlando, FL!
SCHEDULE: Thursday-Sunday 6am-5pm with 1 hour lunch (4 day, 10 hour shift schedule)
**Hybrid role, 2 days on-site in Orlando and 2 days work from home, weekends are typically remote**
Requirements:

• 3+years of IT Service Desk experience (specifically Tier 2 resolution experience in working at a service desk)
• Strong knowledge of working with Active Directory(password resets, adding/removing users)
• Basic SQL scripting(preferably that have actually gone in and ran queries, order rows, and join tables)
• MDM(mobile device management) and Technical writing experience is a big plus.

Description:
Position Summary:
The Tier 2 Support Technician will be responsible for Level II incident resolution and service request management to the organization, including Corporate and all national locations. The role will also complete IT enterprise application deployments, system configuration changes, and call/incident handling to include system and application monitoring. This position serves as an escalation point for the Tier 1 Technology Support team.
Primary Responsibilities:
Provide Tier 2 support, resolution and onsite/remote troubleshooting of workstations, applications, systems, and endpoints (registers/peripherals, desktops, laptops, printers, etc.)
Serves as technical lead providing in-depth troubleshooting, setting Service Desk technical standards and developing operational procedures to quickly identify and resolve issues.
Provides team onboarding, ongoing technical mentorship, trains new hires and serves as an escalation point for Level I support teams.
Completes application deployments and system configurations across the enterprise
Provides in-depth investigation of application/system errors to diagnose, triage and resolve escalated incidents impacting company IT Operations and collaborates with infrastructure, application and database teams to identify issue resolution and escalation.
Responsible for investigating, triaging, diagnosing, initiating, and hosting IT high severities/outages. Records all high severity activities and participates in root cause and analysis meetings to identify trending outages and permanent resolution.
Provides service desk and desktop support resolving issues related to hardware, software, PC (Windows/Office), printer, e-mail, VPN, network mapping, telephone, and enterprise application problems. Monitors applications and enterprise systems for equipment failures and performance errors/ alerts. Investigates diagnosis, triages/resolve issues and escalates as required.
Required Qualifications:
> 2.5 years' dedicated hands-on experience in high call/high incident service desk or NOC environment
Able to work varying shifts in support of a 24x7 operation
Able to work on-site in office environment
High level of motivation, initiative and responsibility
High level of customer service skills, and ability to fluctuate technical communication level to suit user's needs.
Demonstrated experience providing mentorship, technical guidance and training to Technical Support teams
Demonstrated experience deploying software/applications, completing system configurations and resolving installation issues.
Hands-on experience with Active Directory, SQL custom scripting; IIS configuration changes; restart of systems/applications; troubleshooting and resolving technical issues with operating systems, Microsoft Windows, Microsoft Office, network connectivity and server issues
Strong technical aptitude and ability to research and solve complex issues independently.
Preferred Skills
Bachelor's Degree in computer science or 5 years in related technical field
Microsoft Certifications and CompTIA A+ certifications
Working knowledge with Microsoft SCCM and Azure
Experience building, deploying and support of POS (Point of Sale) systems and hardware components
Skills:
Trouble, Tickets, active, directory, servicenow, help, desk, troubleshoot, sql, application support, help desk, service desk, software deployment, point of sale
Top Skills Details:
Trouble,Tickets,active,directory,servicenow,help,desk,troubleshoot,sql,application support ,help desk, service desk, software deployment, point of sale
Benefits:
o Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.