Service Desk Analyst II

About Weidenhammer Systems Corporation

Weidenhammer Systems Corporation is a premier provider of innovative IT solutions, delivering exceptional service and support across diverse clientele. We prioritize excellence and customer satisfaction by utilizing advanced technologies and industry standards to ensure reliability, security, and optimal system performance. Our culture supports collaboration, inclusiveness, and the continuous growth of our personnel. We are committed to expanding our offerings to meet the evolving demands of the digital age.

Role Overview

The Service Desk Analyst II is vital to the integrity and efficiency of our IT support operations. This role entails promptly addressing incidents, requests, and alerts received via calls and emails, documenting each interaction carefully in the case management system. The analyst must prioritize and resolve issues efficiently, maintaining high first-call resolution rates while meeting performance benchmarks including utilization, occupancy, and queue readiness. Collaboration with IT colleagues is essential for monitoring and troubleshooting various systems like Microsoft 365 suite, Azure, EntraID, Intune, and others. Proactive incident handling, process improvement involvement, and knowledge sharing are key to enhancing customer satisfaction and operational success.

Key Responsibilities

• Respond quickly to calls and emails, logging all incidents accurately in the case management system.
• Monitor ticket queues to identify critical issues, conduct initial troubleshooting, and escalate appropriately.
• Enforce system security policies, managing user accounts and access rights.
• Administer and configure Microsoft Windows Server environments to maintain performance and security.
• Work closely with the IT team to support Microsoft 365 services, including Exchange Online, SharePoint, Azure, and related applications.
• Provide superior customer service by educating users about systems and best practices.
• Leverage knowledge bases and resources to investigate and resolve incidents efficiently.
• Manage incident resolution by coordinating timely follow-ups with support staff and users to enhance satisfaction.
• Stay updated on software, hardware, systems, and support policies to offer accurate solutions.
• Administer Active Directory, Group Policy Objects, DNS, and enterprise management tools within Microsoft ecosystems.
• Support web services such as IIS and Apache, and handle email account setup within Microsoft 365.
• Conduct basic administration for databases including Microsoft SQL and MySQL.
• Assist with proprietary application support, upgrades, and implementations.
• Create and maintain internal documentation and processes customized for clients.
• Participate in after-hours support rotations, offering multi-platform assistance as needed.
• Contribute to patch management, application support, and client assistance tasks.

Qualifications

• At least five years’ experience in case management, troubleshooting, and service desk operations.
• High School Diploma required; relevant certifications or a bachelor's degree in technology or related discipline is preferred.
• Strong proficiency with technologies including Microsoft, Citrix, VMware, Hyper-V, and similar platforms.
• Solid understanding of PC hardware, operating systems, network concepts, and application management.
• Experienced with Microsoft 365 environments, specifically Azure, EntraID, and Intune.
• Excellent troubleshooting capabilities with a knack for analyzing and resolving complex technical problems.
• Effective verbal and written communication skills coupled with a customer-oriented approach.
• Ability to work autonomously and collaboratively within a team setting.
• Willingness to participate in an on-call rotation that includes nights and weekends.
• Demonstrated aptitude for continuous learning and adapting to emerging technologies and certifications.

Benefits

Weidenhammer Systems Corporation offers a comprehensive benefits package designed to promote employee well-being and career growth. This includes health insurance with dental and vision coverage, retirement plans, paid leave, and opportunities for professional development. We support a positive and balanced work culture that recognizes achievements and provides pathways for advancement. Our employees also have access to ongoing training and certification programs to enhance their technical expertise and career progression.

Equal Opportunity Employment

Weidenhammer Systems is dedicated to maintaining an inclusive workplace where all employees and job candidates are respected and treated fairly regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or other protected attributes. We believe diversity drives innovation and better client service. Employment decisions are based on qualifications, merit, and business needs.