Service Desk Analyst

Overview

The Service Desk Support Analyst will provide first level technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of incidents and problems, which may range from straightforward to more complicated technical issues. They will also be responsible for responding to, documenting, and resolving assigned issues in a timely manner in accordance with client Service Level Agreements. The Service Desk Analyst must have excellent problem-solving skills in order to diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate or route them to appropriate functional areas for resolution.

The Service Desk Analyst will act as a single point of contact for phone calls coming into the Service Desk and emails from staff regarding technology related issues or questions. The Service Desk Analyst will also perform root cause analysis, develop and maintain process documentation for typical issues, and recommend procedures and controls for issue prevention.

This position will support multiple technologies including desktops, laptops, mobile devices and videoconferencing equipment.  This position may require independent work, sharing information and assisting others with issue resolution and documentation.

Responsibilities

• Provide exceptional customer service in person, via phone, and email as appropriate
• Receiving, logging, and managing calls from internal staff via telephone and email
• Maintenance of an Asset Database and track changes
• 1st level support
• Troubleshooting technology related problems of client specific software or hardware
• Log all calls in the Service Desk issue tracking system
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all assigned issues
• Escalate calls to the proper functional area
• Resolve help desk issues including troubleshooting hardware and software issues
• Perform basic user administrative duties in Active Directory
• Maintain process documentation
• Responsible for on-call 24/7 rotation, as assigned
• Excellent communication skills
• Positive team attitude and professional demeanor
• Excellent problem-solving skills
• Ability to multitask in a fast-paced environment
• Strong desire to learn and grow professionally
• Basic Knowledge of Microsoft Office products
• Basic Active Directory user management functions
• Experience with Microsoft Exchange helpful
• Basic Printer and peripheral device troubleshooting
• Basic knowledge of networking components

Qualifications

YEARS OF EXPERIENCE

• Successful candidates typically have one or more years of relevant experience. 
• Experience with the customer’s installed product base is preferred.

EDUCATION

An Associate degree in Computer Science or related disciplines is preferred.

CERTIFICATION REQUIREMENTS

CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.

SECURITY CLEARANCE

Must pass a Public Trust background investigation.

Responsibilities

- Provide exceptional customer service in person, via phone, and email as appropriate
- Receiving, logging, and managing calls from internal staff via telephone and email
- Maintenance of an Asset Database and track changes
- 1st level support
- Troubleshooting technology related problems of client specific software or hardware
- Log all calls in the Service Desk issue tracking system
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all assigned issues
- Escalate calls to the proper functional area
- Resolve help desk issues including troubleshooting hardware and software issues
- Perform basic user administrative duties in Active Directory
- Maintain process documentation
- Responsible for on-call 24/7 rotation, as assigned
- Excellent communication skills
- Positive team attitude and professional demeanor
- Excellent problem-solving skills
- Ability to multitask in a fast-paced environment
- Strong desire to learn and grow professionally
- Basic Knowledge of Microsoft Office products
- Basic Active Directory user management functions
- Experience with Microsoft Exchange helpful
- Basic Printer and peripheral device troubleshooting
- Basic knowledge of networking components