Senior Service Desk Analyst

About the Role:

The Senior Service Desk Analyst supports the IT Helpdesk, Printers, Desktops, Laptops and Workstation infrastructure. Responsible for administration and support along with security functions on all end user systems.

Ability to assess the requests of the business and make suggestions or implement solutions based on tools that have already been established.

Offer guidance on best practices leveraging the available toolset.

Ability to understand challenges of end users and the business to make suggestions or implement a resolution by leveraging past experience with minimal leadership guidance.

• Installs, configures and maintains end user technology systems for business units within the company. Configures the systems, hardware and software to meet business needs, oversees the deployment and provides end-user support and maintenance. Provisioning of new user workstations and necessary accounts. Handles moderately complex end user issues and problems and escalates more complex issues to higher level resources.
• Provides professional support for end users of personal computers, the associated hardware, software and peripherals. Acts as both level 1 and 2 Service Desk resource for troubleshooting and diagnosing software, operating system, hardware and end user connectivity errors. Acts in alignment with defined SLAs for incident management and resolution
• Develops and maintains documentation related to the end user systems, workstations and provide training as needed to the end user customer base or cross training within IT
• Support of mobility devices including phones, tablets and mobile devices used in a business and manufacturing environment.
• Consults with end-users to assess individual or departmental requirements; selects, acquires, installs, configures, supports and maintains personal computing devices and peripherals in a business and manufacturing environment
• Manages vendor security updates on end user assets and workstations to assure compliance with organization policies and security standards
• Responsible for requisitioning hardware and software, tracking assets and deployment status. Ensuring active repository of assets maintained for new hires and replacement resources. Tracking via an AMDB.
• Work with external vendors in order to resolve software and hardware specific incidents or implementation of new services
• Working in an autonomous manner with little guidance to resolve SD incidents and manage expectations of the customer.
• Ability to understand challenges of end users and business to make suggestions or implement a resolution by leveraging past experience with minimal leadership guidance.
• Other duties and responsibilities as required.

• High School Diploma or GED
• 5+ Years Hands-on experience supporting Microsoft Windows PC operating systems and end user software. Detailed technical administrative experience with hardware, software, patches and fixes.
• 5+ Years Experience in a technical role supporting end users.
• 5+ Years Position requires detailed technical administrative experience with hardware, software, patches and fixes.
• 5+ Years Candidate should demonstrate strong ability of troubleshooting, outstanding communication skills
• 5+ Years Candidate should have working knowledge in an enterprise environment, including ticket management systems and incident management processes.
• Ability to translate techincal issues to business resources.
• Ability to travel up to 20%
• Demonstrate strong ability of troubleshooting
• Detail oriented
• Detailed technical administrative experience with hardware, software, patches and fixes.
• Foundations or have working knowledge in an enterprise environment, including ticket management systems and incident management processes.
• Willing to be on call (24x7x365) as part of a rotation if needed.

• Associate Degree
• Bachelor's Degree in Computer Science
• Information Technology Infrastructure Library (ITIL) Foundation

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