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**

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.