Service Desk Analyst II

Job description

Audubon is currently seeking a IT Service Desk Analyst II to join our team in our Metairie, LA Office. The IT Service Desk Analyst II provides advanced-level technical support as part of the IT Service Desk, serving as the second point of escalation for incident resolution and service requests. This role is responsible for diagnosing and resolving technical issues, ensuring adherence to service level agreements (SLAs), and maintaining high standards of customer service. The IT Service Desk Analyst II also assists with IT asset management, supports enterprise applications, and ensures compliance with company IT policies, information security standards, and regulatory requirements. PRIMARY RESPONSIBILITIES: - Provide Tier 2 technical support for hardware, software, networking, mobile devices, and enterprise applications, ensuring timely resolution within SLAs. - Administer user accounts, security groups, and endpoint configurations. - Log and track incidents, service requests, and resolutions following best practices. - Support IT asset management, including inventory tracking, purchase orders, and equipment lifecycle activities. - Create and maintain technical documentation, knowled...