Sucrée · 1 day ago
Service Desk Analyst II
Columbia, SC
Full-time
Onsite
Entry, Mid Level
2+ years expUDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. The Service Desk Analyst II is responsible for delivering Level 2 technical support to UDT customers, serving as a key escalation and resolution point for complex service requests and incidents while ensuring exceptional customer experience.
Food Production
No H1B
Responsibilities
Provide Level 2 support for incidents and service requests involving end-user devices, servers, printers, and core business applications
Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues
Support disaster recovery and backup solutions
Provide basic network-level support including LAN/WAN connectivity, routing, firewalls, and security fundamentals
Implement and support VPNs, Terminal Services, Citrix, AWS, and Azure
Monitor alerts from Remote Monitoring and Management (RMM) tools and respond through service tickets
Serve as a trusted technical resource for customers
Communicate incident status, resolution progress, and planned outages
Interface with customer executives, technical stakeholders, vendors, and internal UDT teams
Drive improvements in customer satisfaction through responsiveness and service quality
Collaborate with Service Desk Dispatch to ensure proper ticket routing and prioritization
Escalate issues requiring higher-level engineering support
Participate in Managed Services and on-call rotations
Engage onsite with customers as part of UDT’s Co-IT Managed Services offerings
Participate in discovery sessions with prospects and customers
Document all work accurately in UDT’s Professional Services Automation (PSA) tool
Maintain system documentation
Enter time and expenses and submit weekly timesheets
Complete assigned training and adhere to UDT processes
Qualification
Required
Bachelor's degree in information technology, Computer Science, or related field preferred
2+ years of technical support experience in a customer-facing environment
Hardware and software troubleshooting
LAN/WAN networking fundamentals
Active Directory, Microsoft Office, Citrix, VMware
AWS, Azure, wireless networking, VoIP systems
Ticketing and PSA systems
Strong troubleshooting and analytical skills
Excellent verbal and written communication
Ability to multitask and adapt quickly
Strong customer service orientation
Ability to work independently and within a team
Preferred
Equivalent combination accepted
Bachelor's degree in a related field is a plus
Current Microsoft specific sales certifications
Preferred certifications: CompTIA A+, Network+, Microsoft, Azure Fundamentals
Bilingual (Spanish or Portuguese) preferred
Benefits
Join us and be part of an inclusive, energizing, and collaborative environment.
UDT is an Equal Opportunity Employer who is committed to workforce diversity.
Company
Sucrée
Specialising in all things confectionary and baked goods. Company started in 2015 at the Kirribilli Markets, Sydney.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase