Technical Support Analyst II
1200 Cherrington Pkwy Moon Township, PA 15108 US
Job Description
Location: Moon Township, Pennsylvania
About the Role:
We are seeking a customer-focused Technical Support Analyst II to provide high-quality technical support to our end-user community. This role is responsible for supporting enterprise applications, network connectivity, desktop infrastructure (physical and virtual), operating systems, software, hardware, and peripherals.
Key Responsibilities
- Provide Tier II technical support across desktop, virtual environments, enterprise applications, and network connectivity
- Manage support requests through multiple channels including phone, ServiceNow tickets, instant messaging, and email (Microsoft & Google platforms)
- Log, prioritize, investigate, and resolve incidents, service requests, and access requests within agreed SLAs
- Follow documented processes and procedures to restore IT services quickly and effectively
- Troubleshoot hardware, software, OS, and peripheral issues across diverse user environments
- Deliver a positive, professional end-user experience with strong communication and customer service skills
Required Qualifications
- 2+ years of experience in IT Support, Service Desk, or Technical Support role
- Experience working in a ticketing system (ServiceNow preferred)
- Strong troubleshooting skills across Windows operating systems, desktop hardware, and enterprise applications
- Experience supporting virtual desktop environments
Keywords: Help Desk Support, Desktop Support, Technical Support Analyst, Windows, Exchange, Active Directory, ServiceNow, Ticketing, Troubleshooting
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