IT Service Desk Analyst

General Summary

The Level 1 IT Service Desk Analyst is responsible for "Incident", "Service Request", and "Deployment", including all aspects of desktop computer support, with a focus on troubleshooting and resolving issues both onsite, remotely, and virtually. Additional tasks include performing PC builds, installing applications, and general administrative tasks within Active Directory and various PC application management consoles.

Primary / Key Essential Functions and Responsibilities

Manage the overall Incident Management System

• Serve as the IT Service Desk point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems, and their resolution in the service desk application
• Identify trends in Incidents, determine root cause, and determine optimal resolution

Manage the overall Service Request systems, which include:

• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements to procedures
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Create accounts and configure hardware as part of on-boarding process
• Support Microsoft NAV/BC roles and permissions using Easy Security. Includes creation of new roles, complex integration of exceptions and cross-functional roles, security audit, and troubleshooting
• Support audio and video equipment in offices and conference rooms
• Create monthly performance dashboards from the service desk system. Providing visibility to metric summary and track, along with defining improvements to gain efficiencies and higher internal customer satisfaction ratings

• Apply standards of hardware and software to install, modify, and repair computer hardware and software
• Manage and monitor internal assets to ensure accurate inventory records
• Maintain daily performance of computer systems
• Configure new-hire employee accounts and process terminations. Including performing Quarterly audits
• Other duties as assigned by the supervisor

Education and/or Experience and Qualifications

Minimum Education:

Associate's (A.A./A.S.) Degree in Computer Science or related degree, or equivalent experience

Minimum Experience:

Five (5) years' experience in Service Desk and/or Incident Management fields

Knowledge, Skills and Abilities

• Proven experience as a help desk technician in a Level 1 capacity
• Windows 10 and 11, Mac OS X, Office 365, Intune, MS Auto Pilot
• Office 365, Azure Active Directory maintenance, Exchange Online, Power Shell, O365 Office Admin Center, EntraID
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Client PC connectivity and Forti Client VPN, Azure Desktop,
• File server knowledge.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues.
• Support other specialists at Twin Star.
• Proficiency in English
• Works under limited supervision for routine situations
• Excellent communication skills
• Customer-oriented and cool-tempered
• Ability to travel 5%.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop, kneel, crouch or crawl;

talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is exposed to outside weather conditions.

Reasonable accommodation may be made to…