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IT Service Desk Analyst II

Northbridge University • San Juan, PR, US • published 2026-09-29 08:55:30.869421

Description

**Service Desk Analyst II****Job Description** **Summary:** Northbridge University operates a geographically diverse, virtual Service Desk using Support Teams comprised of Support Analysts and Specialists. Each team includes IT technicians who may rotate responsibilities, handling phone inquiries, triaging Help Desk tickets, or conducting on\-site visits. The IT Service Desk Analyst II serves as the primary technical contact within their specialized field and provides expert\-level support to students, faculty, and administrative staff. This role requires advanced knowledge and the ability to make independent decisions in support of IT operations. The Analyst II also mentors junior staff and leads initiatives within their area of expertise. Support may be delivered remotely via virtual platforms or in person, depending on the situation. This is a Tier 2 support role. **Essential duties and responsibilities:** * Exercise independent judgment to monitor and extract tickets in their specialized field, determining appropriate actions to resolve client issues * Provide technical guidance, advice, and training to system users, making autonomous decisions to improve user experience and sy...

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