Join Our Team: IT Service Desk Second Line Support Are you passionate about IT support and delivering exceptional service? Salary - 28,000 - 32,000 We’re looking for a proactive, organized, and skilled IT Service Desk Second Line Support Analyst to join our dynamic team. In this crucial role, you will directly impact the efficiency of the business by ensuring smooth operations, resolving complex IT incidents, and providing top-tier support to our users across various departments. What We Offer: A dynamic and supportive environment where your contributions truly matter. Opportunities for career growth within the IT support field. A chance to work with cutting-edge technologies, including Azure, M365, and ServiceNow. Key Responsibilities: Provide expert second-line support to the Atlanta business user community, resolving incidents and requests escalated from first-line support. Ensure service delivery is in line with SLAs, meeting deadlines for both incidents and requests. Create and maintain knowledge articles, helping to continuously improve service quality. Assist with software deployment, version control, and asset management. Build strong relationships with customers, ensuring an excellent support experience. Collaborate with other support teams for escalations and technical expertise. What You’ll Bring: Essential Skills: Must have experience working in a second line support role or similar Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook). Excellent telephone and communication skills. Ability to resolve issues independently while keeping customers informed. A professional and discreet attitude with the ability to work under pressure. Experience supporting senior stakeholders and teams. Desirable Skills: ITIL knowledge or certification. Knowledge of M365 Management, Intune, Azure/Active Directory, and ServiceNow. Experience with AI, automation, scripting, or technical support for the insurance/financial services industry. Why Work With Us? We believe in fostering a collaborative and innovative work environment where every team member plays a vital role in achieving business success. You’ll have the opportunity to grow professionally and make a real impact across the organization. Ths role is four days in the office and one from home Ready to take the next step in your IT career? Apply now and become a key player in delivering exceptional IT support services to a global business