Job Details
Position Summary
The Service Desk Analyst serves as the initial point of contact for IT and customer support for our team and ensures proper operation of workstations and other endpoints, enabling end users to focus on business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user support requests, as well as tier 1-2 functions. Problem resolution may involve logistical support, the use of diagnostic and tracking tools, as well as require that the individual supports end-user computing, special events, and meetings. The cornerstone of the Service Desk Analyst role is to provide end users with a superior trustworthy support experience that includes individualized service, one-on-one support, hands-on training, clear communication, and regular follow up.
Responsibilities
Onsite appearance, providing prompt and responsive in-person and remote end-user IT support with an emphasis on providing excellent customer and user experience
Respond to IT support requests submitted by email, trouble ticket, phone, or in-person
Escalation and hand-off of requests when appropriate
Provide personal, attentive service to end users, regardless of the simplicity or complexity of the request
Identification and triage, including business impact, security events, and outages
Consistently follow up on outstanding requests and ensure timely, documented resolution, as well as, that all needs are met and issues are resolved
Support Windows 10 and Windows 11 desktop environments
Manage SaaS applications and related user accounts and access privileges
Configure workstations, desktop peripherals, and other user-facing technology
Perform on-boarding/off-boarding processes and functions to include equipment sourcing and assignment and new hire training/orientations
Support technology throughout the office, including collaboration tools, audio, and video equipment, and conference room technology
Support mobile computing including, phones, tablets, laptops, VPN, and Wi-Fi
Manage and monitor internal assets to ensure equipment is stocked, functional, and inventory is maintained
Support email, file server, printing, and other day-to-day operational needs of users
Provide computer and software training and prepare training materials as needed
Configure and deploy software installation and update packages
Diagnose, research, repair, resolve, and document hardware and software issues
Troubleshoot computer networking issues
Perform PC upgrades, including asset management, OS installation, profile migration, and data security
Perform maintenance, engage in incident response, and provide support with minimal notice and/or outside of traditional business hours on occasion when needed to support team operations
Other duties and projects may be added and/or assigned as needed
Qualifications
2+ years experience configuring and servicing computer hardware
2+ years experience configuring and managing Windows operating systems
2+ years supporting professional environments
Exceptional, demonstratable customer service orientation
Experience supporting VIPs or providing customer support in other high-stakes, high-expectation environments
Experience working with a ticketing system
Working knowledge of modern operating systems
CompTIA A+ or Network+, or other comparable certification preferred
Working knowledge of Microsoft 365 product configuration, including Outlook, Word, and Excel
Experience working with remote support tools
Experience using configuration or mobile device management tools preferred
Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external, and customer teams
Highly motivated and self-directed
Ability to manage multiple priorities and to quickly assess and adjust to changing priorities
Ability to quickly identify and resolve technical problems or escalate without delay