It Service Desk Analyst Ii

Service Desk Analyst II
Job Description

Summary:

Northbridge University operates a geographically diverse, virtual Service Desk using Support Teams comprised of Support Analysts and Specialists. Each team includes IT technicians who may rotate responsibilities, handling phone inquiries, triaging Help Desk tickets, or conducting on-site visits.

The IT Service Desk Analyst II serves as the primary technical contact within their specialized field and provides expert-level support to students, faculty, and administrative staff. This role requires advanced knowledge and the ability to make independent decisions in support of IT operations. The Analyst II also mentors junior staff and leads initiatives within their area of expertise. Support may be delivered remotely via virtual platforms or in person, depending on the situation. This is a Tier 2 support role.

Essential duties and responsibilities:

Exercise independent judgment to monitor and extract tickets in their specialized field, determining appropriate actions to resolve client issues
Provide technical guidance, advice, and training to system users, making autonomous decisions to improve user experience and system reliability
Act as a technical lead for specialized systems or platforms (e.g., LMS, CRM, cybersecurity, endpoint management), with discretion to implement solutions and escalate issues as needed
Mentor and provide guidance to IT Service Desk Analyst I team members, using discretion to tailor coaching to individual needs
Perform IT production support for assigned area(s) according to documented processes, with authority to adapt procedures when necessary to meet service goals
Deliver end-user support and act as local "remote hands" for system administrators or engineers, making real-time decisions to ensure service continuity
Interact with students, faculty, and administrative staff, using discretion to prioritize and resolve issues in their specialized field
Coordinate computer support activities across departments, internal teams, and third-party vendors, with autonomy to manage relationships and service delivery
Manage and coordinate managed service and solution providers, ensuring successful delivery of technology services aligned with business needs
Log all customer interactions, document resolutions, and make decisions on escalation and follow-up actions
Ensure compliance with IT policies, security standards, and SLAs, with discretion to interpret and apply standards in complex scenarios
Provide after-hours support for critical incidents or scheduled maintenance, making independent decisions on incident response and resolution

Minimum Requirements:

Bachelor's degree in Information Technology, Computer Science, or related field
Must be able to read, write, and speak English and Spanish
Minimum of 3 years of experience and/or training that includes desktop support, network maintenance, and design
Excellent analytical and problem-solving skills
Strong verbal and written communication skills
Availability to work in our San Juan, Puerto Rico office in a hybrid model schedule

Benefits We Offer:

Medical/Dental/Vision Insurance
401(k) with an Employer Match / Paid Time Off
Short-Term and Long-Term Disability / Group and Supplemental Life & AD&D
Educational and Professional Development Program

Employer with Equal Employment Opportunity for Women, Minorities, Veterans, and Persons with Disabilities.