Summary Job title: Level II Support Analyst Job ID: 202596390002 Department: Help Desk Location: TX-Irving Description Summary: Consolidated Electrical Distributors, Inc. is seeking Level II Support Analyst to provide excellent, 2nd-level support to the end users for CED Systems. The Level II Support Analyst assists end users to resolve system issues and works with developers when necessary to get an issue fixed promptly. This position works on several issues simultaneously to ensure issues are resolved quickly, efficiently, and to the end user's satisfaction. Reports to: Help Desk Manager Minimum Qualifications: + Work experience in business administration, accounting, computer sciences, or business-related field + 2+ years' experience in a help desk setting + Ability to communicate via telephones and email with excellent communication skills in the English language Preferred Qualifications: + Bachelor's degree + Extensive knowledge of computer applications and, conceptually, how they work + A strong understanding of CED Systems + A strong understanding of how CED Profit Centers operate Additional Competencies: + Ability to recognize problems, gather facts, & analyze information + Must be able to deal with ambiguity and abstractions and be an independent worker + Must be able to manage multiple priorities + Must be personable and enjoy working with people + Exercise tact, sound judgment, and self-discipline + Good organizational skills + Ability to persuade others in a business-like manner + Ability to discern key points from abstract communications Working Conditions: + This position operates in a professional office environment which may require sitting for long periods of time + Minimal travel (less than 10% of the time), via airplane or auto + On occasion, it may require weekend and/or evening work Supervisory Responsibilities: No Essential Job Functions: + Answer telephones, always providing users with an exceptional customer experience - courteous, prompt, and efficient service + Quickly and accurately determine incident scope and impact + Address system issues for end users by creating tickets for all calls, evaluating problems, routing issues to the appropriate queues, and ensuring all matters are followed through to completion; summarize documentation while remaining able to track or manage pending cases + Provide administrative support and troubleshoot escalated Help Desk cases for both internal and customer-facing software; document and resolve cases in advanced queues as required + Document enhancement requests and software bugs in the ticketing system and assist in managing them + Train and assist Level I Help Desk Analysts in the areas identified above + Make recommendations to Help Desk management on procedures to best support CED’s Profit Centers and Credit Offices + Assist management to prioritize programming changes based on the needs of Profit Centers and the impact the issues are having on them + Assist in reviewing and adding content to training and on-line help documentation. + Use advanced math skills including addition, subtraction, multiplication, division, percentages, ratios, discounts/multipliers and probabilities + Organize multiple work tasks and prioritize them to meet specific deadlines + Remain calm in a variety of situations + Provide first-line support for any information technology issues and problems + Research questions using available information resources + Apply logical problem analysis CED is an Equal Opportunity Employer - Disability | Veteran Other Compensation: The following additional compensation may be applicable for this position: + Profit Sharing Benefits: Benefits available for this position are: + Insurance - Medical, Dental, Vision Care for full-time positions + Life Insurance + 401(k) + Paid Sick Leave + Paid Holidays + Paid Vacation + Health Savings Account (HSA) and matching + Teledoc + Paid Pregnancy & New Parent Leave