Desktop Support Analyst II

The Desktop Support Technician II role is to support and deliver best-in-class service for end user computing to teammates at AvidXchange. A highly collaborative role, the ideal candidate should be people-oriented with an proficient ability to diagnose and repair hardware and equipment. This role is also responsible to troubleshoot (in person, by telephone or via ticket) with the goal to resolve or escalate in a timely and accurate manner. Serves as a 2nd level troubleshooting resource for technicians requiring direction for complex technical issues. Coordinates the escalation and resolution of reoccurring problems and problems or requests not resolved/completed in the required timeframe.

• Performs on-site and over the phone analysis, diagnosis, and resolution of end user issues.

• Delivers high quality support for incidents and requests and managing them to a successful outcome for users.

• Manages support requests in line with current process and targets, ensuring KPI's are met and customer satisfaction is maintained.

• Modifies computer configurations, utilities, and software settings to resolve issues.

• Acts as the routine contact point, receiving and handling requests for support at a walk-up support desk as well as phone calls, and via the ticketing system.

• Assists users in making more effective use of desktop systems, products and services.

• Makes initial diagnosis of any problems and advises known solutions where applicable.

• Assists with the development of the team's knowledge base and articles for user reference.

• Prioritizes and diagnoses incidents according to procedures.

• Investigates causes of incidents and seeks resolution, analyzing complex problem situations to determine underlying causes and helping users to recover or continue operation.

• Serves as a mentor to peers.

• Makes recommendations to improve Service Desk processes.

• Performs special projects, and additional duties and responsibilities as required.

• 3+ years of experience working on end user computing hardware and software.

• Excellent customer service skills and positive attitude.

• Solid problem solving and troubleshooting skills.

• Knowledge of Microsoft tools and technology.

• Knowledge of PC hardware.

• Knowledge of PC internal components.

• Hands -on hardware troubleshooting experience.

• Ability to operate tools, components and peripheral accessories.

• Ability to work with users in person and remotely using the phone and/or ticketing system to resolve issues quickly.

• Ability to conduct research into PC and software issues and products as required.

• This person must be a confident communicator, able to influence and build meaningful relationships inside/outside of her/his department.

• Help Desk/Service Desk Analyst experience.

• Relevant certifications preferred ITIL, KCS, HDI. etc.

• Experience with ServiceNow.

• Experience with Mac PCs.

• Experience with Autopilot and Intune.

• Experience with ACD phone system.

• Experience with inventory and asset management.

About AvidXchange

AvidXchange is a leading provider of accounts payable ("AP") automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they'll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work.At AvidXchange,mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. Thesethree mindsets represent our culture - who weare, who we've always been, and they guide usto improve every day.Since our founding in 2000 in Charlotte, NC, we've created a company of over 1,600 teammates working in one of our 5 offices across the U.S., or remotely. AvidXchange is proud to be Certified™ as aGreat Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years - that AvidXchange is a Great Place to Work®.

Who you are:

• A go-getter with an entrepreneurial mindset - that meansyou arenot afraid of taking risks,winning bigorfacing the unknown.
• Someone who understands that business ispeople centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
• Focused onmaking a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.

What you'll get:

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options.At AvidXchange, we are building more than a tech company - we are building an experience. We remain committed to a culture where you can fully be 'you' - connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you'll tell for years, you've come to the right place.

AvidXers enjoy:

• 18 days PTO*
• 11 Holidays (8companyrecognized & 3floatingholidays)
• 16 hours per year ofpaid Volunteer Time Off (VTO)
• Competitive Healthcare
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance
• 100% AvidXchange paid Long-Term Disability
• 100% AvidXchange paid Short-Term Disability
• Employee Assistance Program (EAP) - Providescounseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
• Onsite Health Clinic with AtriumHealth**- available to Teammates and their eligible dependents
• Retirement 401k Matchup to 4%
• Parental Leave:8 weeks 100% paid by AvidXchange***
• Discounts on Pet, Home, and Auto insurance
• BrightDimeFinancialWellnessTool, offeredfree toteammates
• WeeCareChildcare Service:helps teammates find affordable daycare,childcare,andtutors 40%less expensivethan traditional daycarecenters
• Perks at Work:free discount program that provides teammates the opportunity to save on items fromelectronics, movie tickets, car buying, vacations,andmore
• Onsite gym fitness center, yoga studio, and basketball court****
• Tuition Reimbursement up tothe federal maximum of$5,250*****
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year

**Charlotte location only

***Must be full-time for at least 3 months

****Charlotte location only

*****Must be full-time for at least one year

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.

Other details

• Job Family Information Technology
• Job Function IT User Support
• Pay Type Salary
• Employment Indicator Professional