It End User Support Analyst Ii

Requirements Demonstrate English proficiency, both verbally and written.
Possess customer service experience.
2+ years of IT experience providing End User support.
Demonstrate basic Active Directory knowledge.
Able to multitask and troubleshoot technical issues over the phone.
Possess knowledge of MacOS Possess Knowledge of JAMF Responsibilities 1.
Receiving and Logging Tickets: Receive incoming calls, emails, or other forms of communication from end-users seeking technical assistance and log all relevant information in a ticketing system.
2.
Troubleshooting and Issue Resolution: Identify, diagnose, and resolve basic technical issues reported by end-users, following standard operating procedures, and known solutions.
This may include problems related to hardware, software, network connectivity, or system configurations.
3.
Documentation and Knowledge Base: Maintain accurate records of each reported issue and its resolution in the ticketing system.
Update the knowledge base with new solutions, troubleshooting steps, and frequently asked questions to facilitate self-service options for end-users.
4.
Escalation and Collaboration: Collaborate with Tier 2 support team when issues require advanced technical expertise or further investigation.
5.
Customer Service and Communication: Provide courteous, professional, and timely communication to end-users, ensuring a positive customer experience.
Clearly explain technical concepts and steps in non-technical terms, offering guidance and reassurance.
6.
Account and Access Management: Assist end-users with basic account-related tasks such as password resets, account creations, access provisioning, and permissions management, following established security protocols.
Note this candidate will be working a 5 day week however on a rotating schedule…(Monday-Friday, Tuesday-Saturday, Sunday-Thursday)