We are currently looking for a customer focused Help Desk Analyst II who will be responsible for assisting customers in resolving computer hardware and software application problems through discussion and diagnosis. This position is fully remote.

Responsibilities:

• Provides a high level of Tier 1 hardware and software technical support
• Responsible for creating, tracking and maintaining call logs in Salesforce Service Cloud
• Document, update and close tickets according to defined service level agreement requirements.
• Handle Internal and/or 3rd Party Orders and Escalations to Customer or vendors
• Answer incoming calls when required
• Provide exceptional customer service to internal and external customers
• Determines when to escalate technical issues requiring more specialized attention to Help Desk Analyst III or Leads.
• Communicate potential issues and trends with Customers or Personnel to the Leadership team
• Follows clearly defined policies and procedures, and can also troubleshoot and handle exceptions
• Work with moderate to minimal supervision
• Instruct others in basic office functions and procedures
• Provide mentoring to Help Desk Analyst I