Client: Leading IT solution provider

Title: Analyst - Tier II

Location: Saint Louis

Pay range: $20/hr. - $24/hr. 

Remote/On-site/Hybrid: REMOTE

Duration: 6-month contract-to-hire

Job Description:

DAY TO DAY: 

• Troubleshoot and resolve Tier II support issues, including Windows workstations, network connectivity, email issues, and common application errors, using remote tools and strong analytical skills.
• Identify and escalate complex or critical issues to Tier III engineers with thorough documentation and initial triage steps completed.
• Work directly with dispatchers and other engineers to prioritize and resolve tickets efficiently within SLAs.
• Maintain and improve internal documentation by capturing known issues, workarounds, and processes using IT Glue and Kaseya.
• Begin developing PowerShell scripting capabilities under the guidance of senior engineers to contribute to future automation initiatives.
• Participate in regular team meetings and knowledge-sharing sessions to stay updated on evolving tools, processes, and client environments.

MUST-HAVES:  

• 1 - 2 years of experience in a similar position.
• 1+ years of experience in an MSP environment with the ability to handle multiple clients and priorities.
• Proficiency in remote support tools and working within a ticketing system (open to any ticketing system).
• Strong foundational knowledge of IT support processes, Windows environments, and standard software applications.
• Strong communication and interpersonal skills with a customer-first mindset.