IT Service Desk Analyst

SUMMARY:

This position is responsible for providing first and second level support and resolution for intricate technical issues. The IT Service Desk Analyst serves as a phone and email contact for assisting and resolving customers with issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide effective end user support and issue resolution via emails, phone calls, etc.
• Using system analysis techniques to respond to the most complex application issues for end users. Identifies problems and coordinates appropriate corrective action.
• Collect detailed information and exercises sound professional and technical analysis to document issue or request and determine the most effective method of resolution.
• Log all Service Desk interactions in ticket system.
• Escalate problems to appropriate resource as needed.
• Provide administration and support of all primary assigned computer, printer, and client applications.
• May train less experienced staff or project team.
• Prepare activity reports on support activities.
• Create formal documentation including configuration documentation, test documentation, and support documentation.
• Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support.
• Promote knowledge transfer to influence positive change and strengthen the team’s performance
• Stay abreast of the latest technology trends
• Expected to meet or exceed published support analyst III performance standards.
• Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers.
• Required to take rotating call for weekend support.
• Other duties as assigned

MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES)

• Associates degree in IT preferred or equivalent work experience.
• HS Diploma or GED required.
• 2 to 4 years of experience performing second level support for a Service Desk
• Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems.
• Relevant and demonstrable technical support service experience in a software environment.
• Excellent organizational, time management, written and verbal communication skills
• Strong working knowledge of computer hardware and network operating systems.
• Proficient technical knowledge of Windows 10 Professional operating system.
• Experience with Office 365 and other cloud-based products.
• Ability to complete multiple tasks with minimal direction.
• Advanced hardware and network connectivity trouble shooting skills.
• Advanced knowledge of Outlook in a large enterprise environment.
• Ability to listen and analyze customer needs
• Ability to interact with end-users, and internet service providers.
• Experience in using common Customer Service software.
• Presents a positive image that reflects well on the organization.
• Ability and willingness to work various schedules Monday through Friday 7 AM EST to 8 PM EST.
• Ability and willingness to work some holidays and rotating schedule as needed to meet service standards and business needs.

CERTIFICATION, LICENSES

• Possess a minimum of one IT certification in the following: (MCP, A+, Network+, Security +)

WORK ENVIRONMENT

• This position is eligible for working 3 days a week from home, and 2 days a week in the office.
• The employee is exposed to various business environments with moderate noise levels created by computers and/or printers and light traffic.
• Position is administered in an extremely fluid, fast paced fashion with multiple high-priority demands

PHYSICAL DEMANDS

• While performing the duties of this position, the employee is regularly required to talk or hear.
• The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 40-50 pounds.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.