L2 Help Desk Analyst is required for a leading IT Infrastructure and security management Managed Service Provider (MSP) based in Orlando Florida. Ideal candidates will have strong customer service experience and excellent communication skills. The role will also have extensive knowledge of Microsoft 365, Microsoft domain environments, Windows OS, Microsoft Office, Exchange Admin, Google Suite and be able to demonstrate high level critical thinking/problem solving skills while quickly deepening expertise in these areas. Must have a proficient understanding of Domain Joined End User Computing and IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphones, Tablets, Business Applications, File Structure, Connectivity, Anti-Virus protection, Active Directory (permissions, rights, policies), DNS, DHCP etc.

This position is 100% in-office at their brand-new location in Orlando Florida.

Responsibilities:

You will be handling escalated technical support requests from Level 1 Agents. Troubleshoot and resolve complex support issues in both Windows and MacOS environments. Troubleshoot and resolve complex peripheral connectivity and functionality issues. Troubleshoot and resolve Microsoft 0365 End User issues. Troubleshoot and resolve standard PC Software, Microsoft Office Updates, VPN connectivity issues, and basic connectivity failures. You will rely on your skills and professional knowledge to respond to and diagnose incidents through discussions with users.

• Proficient level in troubleshooting Windows based environments.
• Proficient level in troubleshooting MacOS environment.
• Provide level 2 technical assistance and support remotely and resolve Incidents related to computer hardware and software for end-users.
• Troubleshooting and resolving basic network connectivity troubleshooting.
• Manage escalations for distribution lists, shared mailboxes/calendars, user life cycle management, common software and application issues, and user/admin permissions.
• Answer incoming support inquiries via various channels (chat, phone, email, etc.)
• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
• Troubleshoot and resolve Microsoft Office Suite, Google Suite and common productivity applications.
• Contribute to our CSI (continued service improvement) & End User experience, help to build out helpdesk support automation initiatives inclusive of enhancing our chatbot capabilities and contributing to End User support.

Experience:

• Associates or Bachelor's degree in Information Technology preferred or equivalent experience.
• May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
• 4 to 6 years of experience in a Service/Help Desk or Support Center environment preferred.
• Driven by learning new things and the ability to thrive in an environment filled with technology. opportunity.
• Excellent written and spoken communication, motivated, and organized.
• You have a great customer-oriented attitude and are motivated, coachable, and competitive, and want a successful career in the IT space.
• Must be able to work in a fast-paced environment.
• A combination of the following is highly preferred: Microsoft Certified Endpoint Administrator (MCEA), Microsoft 365 Certified Enterprise Administrator (M365CEA), CompTIA/CompTIA A+, CompTIA Network+. Certification Microsoft Certified System Administrator (MSCA), MO365 Certification, Autotask experience is a plus or other ticketing systems

Benefits Package:

• Earn a competitive compensation package
• 100% Health premiums covered for employees (Medical, Dental, Vision)
• Company paid Life and disability insurance.
• HSA Account contribution up to $2,000
• 401k with match
• Paid Holidays and generous PTO.
• Fun and exciting work environment