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Help Desk Tier II Analyst

Dallas, TX · Information Technology
The Help Desk Tier II Analyst plays a vital role in our IT department. This position will provide end-user technical support for hardware/software installation/configuration and troubleshooting in a fast-paced environment. This role will require sound knowledge of PC hardware and Windows Operating Systems (Windows 10). The Help Desk Tier II Analyst must be able to prioritize issues, while maintaining precise attention to detail and providing users with outstanding customer service. Excellent communication skills and leaderships experience is required.
Responsibilities:
  • Serve as mentor/leader to IT department by sharing responsibilities and knowledge with team.
  • Advise and assist IT department with hardware replacements for Windows desktops, Windows server, application/database software installations, and any other related needs.
  • Record time and create internal notes to outline how issues were resolved.
  • Perform software and hardware configuration across the Windows platform.
  • Serve as mentor/leader to IT department by sharing responsibilities and knowledge with team.
  • Respond to all Tier II system maintenance tickets.
  • Escalate work flow and IT issues to supervisor.
  • Functions as liaison between vendors, customers, and IT staff.
 Requirements:
  • 5+ years of Help Desk Tier I & II related experience
  • Excellent verbal and written communication skills
  • Proven troubleshooting skills for both computer hardware and software
 Preferred Qualifications:
  • Certifications – A+/Net+/MCITP/MCP/MCDST
  • General knowledge of Microsoft Office, mobile devices, workstations, and peripherals.
  • Dell Hardware Troubleshooting/Support – Laptops/Desktops/Printers
  • Working knowledge of SQL
  • Experience utilizing Microsoft Dynamics GP
 Benefits:
  • Medical/Dental/Vision/Life insurance
  • Paid Holidays and Paid Time Off
  • 401K with company match
  • Competitive base salary
  • Opportunity for internal career advancement
 About R2 Logistics:

Founded in 2007, R2 Logistics has thrived through the dedication and tenacity of our employees. We have become an industry leader through providing unparalleled customer service, based on a ‘strive to win' competitive mentality.

As a third-party logistics (3PL) company, we provide our customers with access to our network of contracted transportation providers. With no trucks of our own, we contract asset-based transportation companies to provide the equipment needed to move hundreds of daily shipments for our customers.
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