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Level II Support Analyst

Consolidated Electrical Distributors • Irving, TX • 1d ago

Summary

Job title: Level II Support Analyst

Job ID: 202596390002

Department: Help Desk

Location: TX-Irving

Description

Summary:

Consolidated Electrical Distributors, Inc. is seeking Level II Support Analyst to provide excellent, 2nd-level support to the end users for CED Systems. The Level II Support Analyst assists end users to resolve system issues and works with developers when necessary to get an issue fixed promptly. This position works on several issues simultaneously to ensure issues are resolved quickly, efficiently, and to the end user's satisfaction.

Reports to: Help Desk Manager

Minimum Qualifications:

Work experience in business administration, accounting, computer sciences, or business-related field

2+ years' experience in a help desk setting

Ability to communicate via telephones and email with excellent communication skills in the English language

Preferred Qualifications:

Bachelor's degree

Extensive knowledge of computer applications and, conceptually, how they work

A strong understanding of CED Systems

A strong understanding of how CED Profit Centers operate

Additional Competencies:

Ability to recognize problems, gather facts, & analyze information

Must be able to deal with ambiguity and abstractions and be an independent worker

Must be able to manage multiple priorities

Must be personable and enjoy working with people

Exercise tact, sound judgment, and self-discipline

Good organizational skills

Ability to persuade others in a business-like manner

Ability to discern key points from abstract communications

Working Conditions:

This position operates in a professional office environment which may require sitting for long periods of time

Minimal travel (less than 10% of the time), via airplane or auto

On occasion, it may require weekend and/or evening work

Supervisory Responsibilities: No

Essential Job Functions:

Answer telephones, always providing users with an exceptional customer experience - courteous, prompt, and efficient service

Quickly and accurately determine incident scope and impact

Address system issues for end users by creating tickets for all calls, evaluating problems, routing issues to the appropriate queues, and ensuring all matters are followed through to completion; summarize documentation while remaining able to track or manage pending cases

Provide administrative support and troubleshoot escalated Help Desk cases for both internal and customer-facing software; document and resolve cases in advanced queues as required

Document enhancement requests and software bugs in the ticketing system and assist in managing them

Train and assist Level I Help Desk Analysts in the areas identified above

Make recommendations to Help Desk management on procedures to best support CED's Profit Centers and Credit Offices

Assist management to prioritize programming changes based on the needs of Profit Centers and the impact the issues are having on them

Assist in reviewing and adding content to training and on-line help documentation.

Use advanced math skills including addition, subtraction, multiplication, division, percentages, ratios, discounts/multipliers and probabilities

Organize multiple work tasks and prioritize them to meet specific deadlines

Remain calm in a variety of situations

Provide first-line support for any information technology issues and problems

Research questions using available information resources

Apply logical problem analysis

CED is an Equal Opportunity Employer - Disability | Veteran

Other Compensation:

The following additional compensation may be applicable for this position:

Profit Sharing

Benefits:

Benefits available for this position are:

Insurance - Medical, Dental, Vision Care for full-time positions

Life Insurance

401(k)

Paid Sick Leave

Paid Holidays

Paid Vacation

Health Savings Account (HSA) and matching

Teledoc

Paid Pregnancy & New Parent Leave

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