**Introduction** We are seeking a customer-focused and technically skilled Tier 2 Help desk Analyst to coordinate with Tier 1 support to determine appropriate path for problem resolution of application related tickets. These positions will be Help Desk Analysts who will work in a call center environment, while training and supporting Tier 1 staff to improve first contact resolution, including authoring knowledge documents. **Your role and responsibilities** * Serve as the initial point of escalation for Tier 1 support team seeking technical assistance to complex tickets. * Provide basic troubleshooting for hardware, software, network, and application issues. * Log and track support requests using a ticketing system, ensuring timely resolution or escalation. * Escalate unresolved issues to Tier 3 support teams as needed. * Follow standard operating procedures and contribute to knowledge base documentation. * Maintain professionalism and empathy in all user interactions. * Support onboarding/offboarding processes including account setup and equipment provisioning. **Required technical and professional expertise** * Two years in a related technical support role and/or service desk role required * Good working knowledge of PC usage and typical end user problems (2 years). * Strong technical skills (2 years) * Strong communication/customer service skills and the ability to work in a metrics driven environment. (2 years) * Ability to obtain public trust clearance * High School Graduate (minimum) **Preferred technical and professional experience** * College experience (1 to 2 years). * Customer service oriented with passion for high customer satisfaction and achieving operational excellence. * Ability to analyze and define problems; prioritize workflow, multitask, meet deadlines and remain flexible. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.