XTN-8D2C981 | SERVICE DESK ANALYST (TIER 2)

Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world. 
 
Position Overview 
 
The Service Desk Analyst provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. While support is primarily performed through remote methods. This Tier 2 role will ensure that issues can be resolved on a first touch/phone call 

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Utilize IT Service Management (ITSM) systems (e.g., ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents, ensuring accurate documentation and SLA compliance.
• Provide clear, professional communication with end users, both written and verbal, to ensure technical issues are explained and progress updates are transparent.
• Troubleshoot and resolve computer-related issues with end users remotely and over the phone.
• Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends.
• Identify and remove viruses, malware, and browser infections.
• Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
• Setup and configuration of Microsoft Office products and many other software products.
• Monitor and fix issues related to customer backups.
• Handle issues in an organized fashion through a ticketing system with regular customer updates.
• Communicate with coworkers to escalate tickets to Tier 3 Technicians as needed.
• Back up Tier 1 on the phones and tickets as needed.
• Training, mentoring, and supporting T1 Help Desk Technicians.

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365, ITIL) or proof of formal IT training.
• Strong verbal and written communication skills with the ability to communicate technical information clearly to non-technical users.
• Experience using IT Service Management (ITSM) systems such as ConnectWise, ServiceNow, or Jira Service Management.
• 2 years previous customer service experience.
• Excellent with oral and written communication.
• Ability to quickly solve problems.
• Flexibility in a dynamic work environment.
• Multitasking and completing projects according to their scheduled deadlines.

• CompTIA Certifications are a plus