Service Desk Analyst III

Job Description

The Service Desk Analyst 3 is an IT support professional with technical capability to resolve IT related issues via email, phone, remote access and in person.

Logging and processing support calls, emails, and service requests

Participate in an onsite rotation to ensure that we have hands-on Desktop Support coverage throughout business hours

Resolving access related problems such as password, account lockouts etc

Setting up accounts for staff and approved contractors, ensuring that they know how to log in

Respond to, investigate diagnose and resolve software issues raised on Service Desk Maintaining  records for assets such as Hardware, software licenses, consumables and other supplies

Perform employee desk moves, hardware teardowns and buildups (Install, Move, Add, Change) as assigned based upon effective dates and time requirements designated by the business

• Build and install employee computer equipment & perform imaging/updates

Manage the local inventory (new equipment, reclaimed equipment, loaner device management, deployment, and disposal) in accordance with global procedures

Perform major incident management duties when required to do so

Take active participation in all desktop projects and assist in their implementation, user adoption and training

Provide support and administration within Microsoft 365 and In Tune

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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3-5 years of experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.

2+ years’ experience with Microsoft technologies, including Windows 10 Operating Systems, Microsoft Office/Office
365, Active Directory, Intune, and Exchange Management Console

Must have excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense, high-pressure situations

Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock etc.)