Job Description:

SUMMARY

As the point of contact for Incident Resolution and Service Requests, the Service Desk Analyst is the face and voice of the IT department. The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced, highly multi-tasked environment. Professionalism, customer service, multitasking, well written, well spoken, and rapid incident resolution are skills and traits of a promising candidate for this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide 1st level support and tracking for PC hardware and software related incidents via email, chat, phone, and in-person.Monitor and remediate potentially complex workstation/client incidents.Work with different levels of the technical support team to escalate more complex incidents for resolution.Provide Windows Active Directory and Office 365 user maintenance.Identify areas for system improvements and upgrades to the IT Service DeskProvide first contact support of incoming requests to the service desk via telephone, web portal, and email chat to ensure courteous, timely, and effective resolution of end-user issues.Act as an escalation point for advanced or difficult help requests when appropriate.Build rapport with service desk customers.Escalate incidents with accurate documentation to suitable technician or vendor, when required.Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Use remote tools and diagnostic utilities to aid in troubleshooting.Research solutions through internal and external knowledgebase as needed.Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.Install antivirus software and ensure virus definitions are up to date.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups as required.Develop help sheets and FAQ lists for end users.Contribute to technician knowledgebase and training as needed.Reinforce SLAs to manage end-user expectations.Provide suggestions for continual improvements.

QUALIFICATIONS

Education and Work Experience

Team Player MentalityStrong and positive customer service mindsetEnd-to-end ownership of incident requestsStrong communication skills, both written and oralAbility to work well with groups and individuals of all levels.Has initiative and ability to relay policies and procedures through positive influence.Proactively seek partnerships and offer expertise to others.Eagerness to learn from others.Strong organizational skills, capability to coordinate multiple concurrent activities.Strong analytical skills, ability to identify patterns of behavior to identify root cause and problem solve.Experience with Microsoft Active Directory user maintenanceExperience with Windows 7/10/11 Operating System.Experience supporting iOS and Android devices.Experience logging tickets in a ticketing system2-4 years’ experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment.

Desired Education/Experience

Preferred but not required:

Experience withOffice 365 AdministrationLenovo and Ruggedized PC and Laptop hardwareSupporting a 90% remote workforcePowerShell scriptingMobile Device Management (MDM) platform, preferably Microsoft Intune

Certificates and Licenses

Preferred, but not required:

· ITIL Foundation

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this role, the employee is exposed to a normal office environment. The employee is regularly required to sit and use hands to finger, handle or feel. The employee is required to talk or hear. The employee is required to stand, walk, reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close and peripheral vision.

Working Conditions

Professional office environment with occasional remote work flexibility

Hours of Work

Monday – Friday, typically 8:00am – 5:00pm, or 9:00am – 6:00pm

Travel Required

None