ROLE: L2 USER SUPPORT ANALYST

TYPE: PERMANENT

LOCATION: DOWNTOWN LOS ANGELES

COMPENSATION: $75,000 - $80,000

Our client has an immediate opening for a Level 2 User Support Analyst to join their existing User Support Team. This role will be responsible for providing second level support on escalated issues from the Help Desk team. You will have the ability to escalate problems to Analysts, Programmers, Operations or Engineers when necessary, assisting with information gathering and problem solving of escalated hardware and software support issues.

You will also participate in projects to deploy new technology, such as PC upgrades, and special events, such as server room maintenance. These projects often take place on the weekends or after hours.

QUALIFICATIONS:

Minimum of 5 years software experience in a team-oriented IT structure.

Experience with various models of desktops/laptops/iPad/iPhone/MAC, HP and Xerox printers, installing, moving and configuring computer and telephone hardware is preferred.

Must have advanced knowledge and experience troubleshooting MS Office Suite, Windows 7 and Windows 10 in a wired/wireless network environment, Active Directory, OpenText eDOCS DM, Elite, internet, intranet, telephone, voicemail/Cisco Systems/Cisco IP Phones, Blackberry Enterprise Server, email, and proprietary applications.

Prefer experience with setting up videoconferences.

Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies are preferred.

Microsoft Windows Defender, GlobalProtect, and other personal firewall software experience is preferred.

Experience with using help desk ticketing systems is preferred.

SUCCESSFUL CANDIDATES WILL POSSESS THE FOLLOWING:

Exceptional customer service

Strong analytical and technical troubleshooting skills

Excellent written and verbal communication skills

Strong work ethic, attention to detail and punctuality

Creativity and effective collaboration skills

EDUCATION:

Microsoft A+ certification is a plus

A four-year degree or equivalent preferred