IT L2 Support Analyst/Desktop Support Analyst

Overview

Provide L2 desktop support, imaging, and troubleshooting for end‑users.

Key Responsibilities

• technical support
• issue diagnosis
• compliance
• ticket documentation

Tasks

-Provide technical support by phone, remote access, deskside, or site visits as required -Diagnose, resolve, and follow-up on issues relating to various user computing issues -Follow client Compliance standards -Ensure tickets are accurately documented and resolved in accordance

Requirements

• servicenow
• office 365
• windows 11
• macos
• a+ certification
• 3+ years

What You Bring

-Experience utilizing ticketing systems -Ability to provide excellent customer service in person, over phone, through email, and using remote tools -Prior ticketing system experience, such as ServiceNow -Ability to write clear, concise documentation -Ability to multi-task in a fast-paced environment -Office 365 Productivity Tools -Ability to balance workload while maintaining high standards -Windows 11 support experience -Apple Macintosh support experience -Prior Desktop Support Experience -Mobile Device Support -A+ Certification and/or Network + or equivalent work experience -Smart-Hands Support for Network/Server teams -Excellent communication skills both verbal and written -Strong written and verbal communication skills -3+ years relevant technical field experience -Knowledge Base Article Creation -Enterprise Encryption -VPN troubleshooting/connectivity -New hire device setup/Imaging -Strong work ethic -Apple Macintosh troubleshooting -VIP/White Glove Support

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About Sky Systems

-Blends technical consulting with staffing expertise across North America. -Evolved into a full-service MSP and Cisco/Dell partner. -Delivers 24/7 on‑site and remote services. -Builds contact center solutions using Cisco, Avaya, and Genesys. -Web solutions complement core services, enabling seamless digital platforms alongside infrastructure support. -Despite modest size, has tackled complex deployments in aerospace, semiconductors, energy, and government sectors. -Maintains agility through lean teams, ensuring projects hit deadlines, budgets, and technical benchmarks.

Sector Specialisms