Desktop Support Analyst Tier II

Desktop Support Analyst Tier II

The Desktop Support Analyst Tier II provides advanced technical support for desktop-related incidents and service requests. The role involves troubleshooting complex technical issues, researching solutions, and working with Tier I support and other IT teams to resolve incidents and fulfill service requests. The Desktop Support Analyst Tier II is responsible for accurately documenting incidents, prioritizing and managing tickets, and escalating incidents to higher-level support as needed.

This role is critical to the CAA team as it is the lifeline of support for our customers. It is essential that this person be an excellent communicator and work well on their own and in a team. They will also be responsible for supporting senior-level staff up to the C-suite. The ability to communicate and present professionally is of the utmost importance.

Responsibilities include:

• Respond to and resolve complex technical incidents and service requests
• Troubleshoot hardware, software, and network issues related to desktop computers
• Provide technical guidance and support to Tier I support staff
• Research and implement solutions to resolve technical issues
• Document all incidents and service requests accurately in Service Now ticketing system
• Prioritize and manage tickets based on severity and urgency
• Escalate incidents to higher-level support as needed
• Communicate with end-users to keep them informed of the status of their incidents
• Maintain a high level of customer service and professionalism at all times
• Continuously expand knowledge of the company's technology and processes

Required skills include:

• Strong written and verbal communication skills
• Great team player, fast learner and self-starter
• Ability to work well under pressure and prioritize multiple tasks
• Proficiency with Windows 10 & 11 and MacOS
• Proficiency in Microsoft Office applications and operating systems
• Managing and troubleshooting experience with iOS devices, Conference Systems, Lenovo laptops and HP printers
• Experience with ticketing systems and remote support tools
• Aptitude for problem-solving and critical thinking
• Customer service orientation
• Ability to work in a team environment
• A+, Network+, and/or Microsoft Product related Certifications preferred but not required
• ITIL Foundation, Microsoft or other IT certifications preferred but not required
• 2-3 years of experience in a similar role is preferred

This role will be fully on-site, based in Los Angeles. The base hourly rate for this position is in the range of $30.00 - $40.00. This position also is eligible for benefits and discretionary bonus. Ultimately, wages may vary based upon, but not limited to, relevant experience, time in role, business sector, and geographic location, among other criteria. Please talk with a CAA Recruiter to learn more.