Service/Help Desk Level 2 Analyst

JOB SUMMARY

This is an onsite position in Charleston WV

Please review the pay rate for this job before applying.

This position will be phone support with the end users.

The Level 2 Analyst’s primary responsibility is to perform technical troubleshooting for the end user, resulting in a first contact resolution.

The Level 2 Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to the appropriate resolver group. 

Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.

ESSENTIAL FUNCTIONS

§ Handle inbound/outbound calls.

§ Provide Level 1/2 support to the client.

§ Identify issues and escalate issues when necessary.

§ Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat

§ Escalate user issues to appropriate resources when necessary.

§ Perform software, hardware, and basic network troubleshooting.

§ Clearly document user issues and troubleshooting steps.

§ Maintain technical documentation.

KEY COMPETENCIES

 § Customer Focus—stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.

§ Adaptability—responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.

§ Communication—keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). “Over-communicates” key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.

§ Ethics / Acts with Integrity—demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.

§ Initiative—seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.

§ Shaping and Driving Strategy—has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and “street-smart” actions. Drives for results. Holds others accountable by monitoring and measuring performance.

§ Sound Judgement and Decision Making—applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.

§ Team Player—promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.