Apply on Employer Site

Network Health WI · 2 weeks ago

Service Desk Support Analyst II

Menasha, WI

Full-time

Hybrid

Mid Level

3+ years exp

Network Health WI is seeking a Service Desk Support Analyst II to provide support to end users for various technical issues. This role involves troubleshooting moderate complexity problems, responding to support requests via phone and email, and maintaining documentation of incidents and solutions.

Financial ServicesFitnessHealth CareInsurance

Responsibilities

Collaborate with peers to ensure on-time delivery and follow-through of service level agreements for internal customers

Escalate issues as appropriate to resolve in timely manner

Provide 1st level Service Desk/ Helpdesk support to employees and contractors responding to phone calls, emails, and face to face support

Ability to demonstrate taking 1st tier support to a 70% first contact resolution before involving 2nd

Communicate and work with various vendors for routine and ad hoc service on equipment. This includes asset disposal, printer support and other needs

Create and update desk level procedures. Update team with changes when appropriate and educate internal customers when collaborating with them to resolve issues or concerns

Accurately complete laptop imaging for lifecycle replacement

Participate in the on-call rotation for after-hour support

Effectively collaborate and communicate with team, employees, vendors, and contractors

Maintain security conscience approach for solutions developed and implemented

Ability to take lead on a technology for implementation and support

Other duties as assigned