IT L2 Support Analyst/Desktop Support Analyst

Job Title: IT L2 Support Analyst

Job Type & Location: Onsite || 2700 Lake Cook Road, Riverwoods, IL 60015

Job Requirements:

Job Description
The L2 Support Analyst will provide support to End Users on a variety of computing issues. They will also collaborate with Infrastructure subject matter experts, providing input for complex issues. The Senior Analyst will provide guidance to Junior Analysts.

Job Responsibilities and Functions
• Diagnose, resolve, and follow-up on issues relating to various user computing issues
• Provide technical support by phone, remote access, deskside, or site visits as required
• New hire device setup/Imaging
• Experience utilizing ticketing systems
• Ensure tickets are accurately documented and resolved in accordance
• Device inventory management
• Position may require working extended hours or occasional night/weekend as required
• Excellent communication skills both verbal and written
• Ability to multi-task in a fast-paced environment
• Office 365 Productivity Tools
• VPN troubleshooting/connectivity
• Mobile Device Support
• Apple Macintosh troubleshooting
• Knowledge Base Article Creation
• Smart-Hands Support for Network/Server teams
• Follow client Compliance standards

Preferred Qualifications
• 3+ years relevant technical field experience
• A+ Certification and/or Network + or equivalent work experience
• Windows 11 support experience
• Apple Macintosh support experience
• Prior Desktop Support Experience
• Device Imaging
• Enterprise Encryption
• Prior ticketing system experience, such as ServiceNow
• Ability to write clear, concise documentation
• Ability to provide excellent customer service in person, over phone, through email, and using remote tools
• VIP/White Glove Support

Attributes for Success
• Strong written and verbal communication skills
• Focus on customer service
• Desire to work in a team environment
• Strong work ethic
• Ability to balance workload while maintaining high standards