IT Support Analyst II

Overview

National Debt Relief is seeking an IT Support Analyst II to join our growing technology team. Reporting to the IT Support Supervisor, the IT Support Analyst’s primary role is end-user support, advance troubleshooting, and support level I analyst on complex issues to the highest levels of customer service. The IT Support Analyst II will be the escalation point of contact for IT Support Analyst I to enable a higher level of support for National Debt Relief’s Organizations and BPOs end-user population supporting the staff on a variety of technology issues. The candidate must be team-oriented, customer service driven, and have the ability to work under pressure with minor supervision.

Responsibilities

• Provide remote support to over 4000 users across different business organizations. 
• ​Support and prioritize tickets from end users experiencing issues related to hardware, applications, mobile devices, Teams phones, and AV. 
• ​Partner with People Team confidential requests 
• ​White glove support for executives/senior leadership 
• ​Deploy desktop images remotely per organization standard. 
• ​Partner with IT/Security/Engineering teams for advanced triage of major incidents or IT environmental issues 
• ​Partner with Desktop Engineering complex issues to that affect the overall environment 
• ​Create and maintain knowledgebase and end user documentation. 
• ​Advanced level of experience with Microsoft’s 0365 suite. 
• ​Advanced level of experience of common off the shelf applications and SaaS products 
• ​Seasoned experience and understanding of ITIL and service levels. 
• ​Mentor Desktop Support Analyst L1 to enable knowledge transfer and growth. 
• ​Advanced experience in Windows, Linux, Android, and MAC OS 
• ​Scripting skills a plus 
• ​Firm understanding of Change Management, from informational changes to emergency/business critical changes​. 

Qualifications

Education/Experience:

 

• ​​​​​​Bachelor’s degree in computer science, information systems or related field preferred. 
• ​5 years’ experience in a helpdesk or desktop support position required. 
• ​Technical certifications such as A+, Network +, Microsoft Certified Professional (MCP), ITIL, etc. are a plus. 
• ​ITIL certification​​

 

Required Skills/Abilities:

• ​​​​​​Team-oriented and customer service driven. 
• ​Ability to work remotely with minor supervision. 
• ​Analytical mindset for logical troubleshooting and data gathering. 
• ​Metric driven in daily job tasks. 
• ​Strong problem solving, analytical skills, and a critical-thinker. 
• ​Organized, team oriented, with a go-getter attitude.  
• ​Ability to deal effectively with competing priorities and demands. 
• ​Proven ability to prioritize and reprioritize work due to changing business/client requirements. 
• ​Strong communication skills with the ability to deal with users at all levels. 
• ​Collaborative approach and strong relationship building skills. 
• ​White glove customer service oriented with excellent soft skills and interpersonal skills. 

 

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full-time position, overtime eligible if classified non-exempt.

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $73,000 to $85,000.

About National Debt Relief

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Benefits

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to your earned wages at any time before payday

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see hereFor information about our Applicant Terms, please see here

 

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