Service Desk Level 2 Analyst

Brighton Solutions is seeking a Service Desk Level 2 Analyst to deliver high-level technical support to internal teams or external customers. This role is ideal for someone skilled in troubleshooting complex IT issues, resolving incidents, and mentoring junior analysts. You'll act as a key escalation point for problems unresolved by Level 1 support and collaborate closely with other IT professionals to ensure issues are resolved quickly and efficiently.



Key Responsibilities

• Provide advanced support for desktop, laptop, printer, mobile device, software, and network issues.

• Troubleshoot and resolve technical issues or escalate to the appropriate team as needed.

• Collaborate with other IT teams and vendors to diagnose and resolve technical problems.

• Mentor and support Level 1 Analysts by guiding them through problem-solving and resolution processes.

• Ensure thorough documentation and timely resolution of all support tickets.

• Conduct follow-ups to verify issue resolution and maintain high customer satisfaction.

• Participate in special projects and initiatives as assigned.

• Continuously enhance technical knowledge through training, certifications, and self-study.

Qualifications

Education:

• Associate or Bachelors degree in Computer Science, Information Technology, or a related field preferred.

Certifications (preferred):

• HDI Support Center Analyst (HDI-SCA)

• ITIL Foundation

• Microsoft 365 Certified: Fundamentals

Brighton Solutions is a trusted leader in engineering and technical staffing. We offer a collaborative, growth-oriented environment where your contributions are valued. Join us and help deliver exceptional IT support that drives real business impact. As an employee, you will have access to our benefits including PTO, available medical, dental, life insurance and 401k.

This position is initially being offered as a contract role but may develop into a contract to hire full time position.