Service Desk Analyst II

Description

Brinks Home™ is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals.

We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that fosters innovation, celebrates creativity, and encourages authenticity. Join us and be part of a collaborative team that is relentless in our pursuit of security for life.

Position Overview:
We are currently seeking a determined Service Desk Analyst II who embodies our core values: Service, Accountability, Customer Focus, Growth, and Integrity.

The Service Desk Analyst II will p rovide advanced technical support for end users and systems, handling escalated issues and helping improve service desk operations.

Key Responsibilities:
Serve as 2nd-level support for escalated technical issues from Service Desk I and external partners (e.g., Teleperformance).
Troubleshoot and resolve complex hardware, software, and network issues across end-user computing environments.

Support enterprise applications including MAStermind , Microsoft 365, Active Directory, and Exchange.

Perform advanced administrative tasks such as user provisioning, permissions management, and system configurations.
Lead onboarding and offboarding processes, ensuring compliance with IT policies and security standards.
Monitor system health and proactively respond to incidents to ensure service continuity.
Maintain and update technical documentation and knowledge base articles.
Provide mentorship and training to Service Desk I analysts.
Participate in after-hours on-call rotation and support critical incident response.
Collaborate with infrastructure and application teams to resolve cross-functional issues.

Requirements :
3–5 years of IT support or service desk experience.
Strong knowledge of Windows OS, Microsoft 365, and remote tools.

Experience with Active Directory, Exchange, and MAStermind preferred.

A+, Network+, or MCP certifications are a plus.
Excellent troubleshooting, communication, and teamwork skills.

Benefits:
Brinks Home recognizes the value of benefits for you and your family, so we offer a comprehensive and competitive benefits program: Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & Paid Holidays, HSA/FSA, Life & AD&D Insurance, Disability Coverage, Maternity/Parental Leave, Mental & Physical Health Benefits, Employee Resource Groups, Volunteer Hours, Discounted Equipment & Monitoring, Employee Referral Program, and Continuing Education

To learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page .

Brinks Home provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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