Tier 2 Support Analyst
Guidehouse
May 2024 - Jan 2026 (1 year 9 months)
Demonstrate expertise in delivering high-level technical support for cloud and on-premises systems, including troubleshooting, diagnosing, and resolving complex hardware, software, and network issues. Configure, deploy, and maintain various aspects of Windows Server and SQL environments. Introduce automated tasks and troubleshoot problems through PowerShell and other scripting tools, including Bomgar, Outlook, ServiceNow, Snipping Tool, Microsoft Azure Remote Desktop, MS Teams, and Chrome; perform basic network troubleshooting via CMD pinging. Track, update, and close support requests within the ServiceNow ticketing system and initiate escalations when necessary. Create detailed technical documentation, including policies and procedures, an