Service Desk Analyst L2

The Level II Support Specialist / Subject Matter Expert (SME) is responsible for handling high-complexity incidents and extended requests while delivering exceptional customer service. This role addresses complex and unusual scenarios on a daily basis, requiring a strong understanding of documented procedures, advanced technical expertise, and solid investigative and analytical skills.

The Specialist serves as a technical reference for the team, supporting the resolution of critical and urgent incidents, and collaborating closely with Subject Matter Expert (SME) and team leads to ensure timely and effective outcomes. In addition to hands-on support, the role contributes to continuous process improvement by documenting new procedures, updating existing documentation, and strengthening problem-solving capabilities across the team.

This position also oversees the administration of access roles and policies, including the management of Privileged Access Management (PAM) accounts, ensuring compliance with security and operational standards. The Specialist manages customer inquiries across multiple channels (phone, chat, and email), accurately documents cases in the ticketing system, and leverages both the knowledge base and subject matter expertise to deliver efficient and high-quality resolutions.

Incident / Request / Problem Management:

• Handle high-complexity incidents, service requests, and escalations across multiple channels (phone, chat, email), following established standards and SLAs.
• Act as an escalation resource for Service Desk Level I, providing expert and creative solutions to complex user issues in high-volume, high-demand environments.
• Identify recurring incidents or situations impacting multiple users and create Problems in accordance with ITIL standards.
• Research, analyze, resolve, and respond to complex technical inquiries and escalations, ensuring accurate documentation in the ticketing system.
• Track, report, and escalate system and application issues as required to ensure service continuity and stability.

QUEUE Management & Operational Support:

• Manage and monitor incident and request queues daily, ensuring proper prioritization, assignment, and workload distribution.
• Support the Team Lead with basic operational reporting, follow-ups, and queue health visibility.
• Verify analyst queues daily to ensure productivity, SLA compliance, and timely resolution.
• Work effectively in high-volume, fast-paced operational environments while maintaining quality and customer satisfaction.

Technical Expertise & Functional Support:

• Provide functional support for Point of Sale (POS) systems, when applicable to the account, leveraging advanced technical and operational knowledge.
• Maintain a comprehensive understanding of current SOPs, tools, and support procedures, applying strong investigative and analytical skills.
• Identify undocumented procedures or operational anomalies and provide evidence-based recommendations for documentation, publication, and communication.
• Document new procedures and update existing knowledge base (KB) articles as needed.
• Acquire and maintain up-to-date knowledge of product offerings, support policies, and service delivery methods.

Leadership, Floor Support & Team Enablement

• Provide floor support (floor walking) and real-time assistance to Level I analysts to ensure operational continuity and issue resolution.
• Serve as an On-the-Job Trainer (OJT) during ramp-ups and onboarding phases.
• Provide ongoing informal feedback and formal coaching to support quality, compliance, and performance improvement.
• Assist Service Desk leadership in reducing incident volumes and addressing recurring operational issues.

Performance Manager & KPIS

• Meet clearly defined productivity and quality KPIs, including but not limited to ticket volume, QA targets, Average Handle Time (AHT), Mean Time to Resolution (MTTR), and SLA compliance.
• Support the Team Lead and Service Desk leadership in achieving team-level performance goals and service objectives.
• Participate in quality evaluations and contribute to continuous improvement initiatives based on performance data.

Collaboration & Governance

• Work closely with Account Teams, including Technical Account Managers (TAM), Engineering, Digital Transformation (DT), and Service Desk teams.
• Participate in operational and project-related (ad hoc) meetings as required.
• Ensure high visibility of operational risks, escalations, and performance trends through timely communication and reporting.

Compliance & Operational Standards

• Comply with Auxis operational processes, security policies, and compliance requirements.
• Use Auxis service management tools for Incident, Problem, Change, and Configuration Management.
• Utilize monitoring and management tools for devices, infrastructure, and applications.

Identity Manager

• Administration of access roles, policies, and privileged access accounts.
• Account Creation and Termination for the users.
• Supporting the applications integrated into the Identity and Access Management platform.
• Control and monitor the SME queue.

Technical Competencies:

• Knowledge or training in best practices or IT frameworks, such as ITIL.
• Advanced knowledge of Active Directory, O365, network-shared printers, and drives.
• Working knowledge of Windows Server 2012, 2016, 2019, Active Directory, LDAP.
• Knowledge of cybersecurity.
• Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel (Nice to Have).

Experience:

• 2-4 years in technical support, IT operations, or service management roles, ideally in enterprise or managed service environments.
• Strong knowledge of ITIL practices (Incident, Request, Problem, and Knowledge Management). ITIL v4 certification preferred.
• Advanced troubleshooting expertise in Windows client environments, Office 365, Azure AD, endpoint security, and networking fundamentals (DNS, DHCP, VPN).
• Proficient in Active Directory administration (users, groups, policies, authentication) and modern identity solutions (Azure AD, Okta, SSO, MFA).
• Working knowledge of Windows Server 2016+ and cloud-based infrastructure administration (Microsoft 365, Intune, basic Azure resource management).
• Experience using and supporting ITSM platforms, such as Jira Service Management, ServiceNow, or BMC Helix.
• Strong understanding of cybersecurity fundamentals and compliance best practices; certifications such as CompTIA Security+ or Microsoft Certified: Security, Compliance, and Identity (SCI) are a plus.
• Demonstrated experience administering and/or troubleshooting with one or more of the following:
  -Active Directory
  -Azure AD
  -SailPoint IdentityIQ
  -Privileged User Management System (i.e. CyberArk, Beyond Trust,   Lieberman, Thycotic, HashiCorp Vault, etc)
  -SailPoint File Access Manager (SecurityIQ), Windows file share management,   or other unstructured data systems
  -Single Sign On Tools (i.e. ADFS/Azure, Auth0, Okta, SAML,etc),
  -PKI/Certificate Management

Education:

• A High School diploma is a prerequisite for this position.
• A university degree in business, management, related field, or equivalent experience (Nice to Have).

Technical Certifications:

• MS 365 Fundamentals (Nice to Have)
• CompTIA Security+ (or equivalent) (Nice to Have)
• CISCO CCNA
• ITIL

Personal Competencies:

• Excellent written, verbal, and interpersonal skills.
• Commitment to quality and continuous improvement.
• Demonstrated innovation and creativity.
• Self-motivation, independence, and proactive problem-solving skills.
• Proficiency in training, shaping knowledge, and skills.
• Strong ability to collaborate within a team environment
• Adaptability and flexibility.
• Service orientation and active learning mindset.
• Strong decision-making and organizational skills.
• Commitment to ethical standards and organizational policies.

Language Skills:

• Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement.