Technical Support Analyst II

Our client is a Fortune 500 financial and payments technology company and leads the industry in innovation, scale, and service.
They are now looking to add to their team and are looking to hire a "Technical Support Analyst”. This role will be based in Moon Township, PA.

Summary:
The Technical Support Analyst II is a customer-centric role responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Responsibilities include handling multiple communication channels for support requests from end users including incoming calls, tickets within the ServiceNow ticketing system, instant message and email (both Microsoft & Google) to record and resolve reported incidents, service requests, and access requests within agreed service levels. The technician will investigate and respond to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users in the most efficient manner available.
May include after-hours support.

Responsibilities

• Manage and resolve support tickets through ServiceNow
• Proactively pull tickets from the queue, contact users, and resolve issues
• Collaborate with internal IT groups as needed
• Handle approximately 15–25 tickets per week
• Work within SLAs (formal SLAs not strictly defined)

Experience & Skills

• Junior-level experience
• ServiceNow experience not required (training provided)
• Basic understanding of ticketing systems and SLAs
• Strong communication skills with the ability to collaborate across teams
• Comfortable interacting with both technical and non-technical users

Role Overview:

• Provides onsite desktop support while collaborating remotely with other IT teams and supported users
• Strong interpersonal and customer service skills are critical

Work Environment

• Onsite: 100% onsite, 5 days per week
• Office size: ~100 employees
• Shifts available:

1. 7:00 AM – 4:00 PM
2. 8:00 AM – 5:00 PM
3. 9:00 AM – 6:00 PM

Interview Process

• Virtual interviews
• Two rounds