Service Desk Analyst

Responsibilities

• Individual will work in a team environment, be responsible for IT support tickets, and demonstrate an ability to communicate with personnel beyond what has been instructed.
• Provide assistance in person, over the phone, by remote control, walk-ins, and desk side.
• Provides installation and assistance for laptops, desktops, printers, scanners, and other assigned peripherals.
• Has the ability to troubleshoot desktops, laptops, as well as a variety of network and stand-alone printers.
• The ability to triage, identify network connectivity issue by performing the following:
  Ping, Trace route, DNS lookup, etc.
• Image systems with proper OS and application build on desktop and laptop computers. Support proprietary client and web applications in use by programs.

• Must have hands-on experience with Service Now Ticketing Tool:
  Create, Update, Escalate, Resolve and Complete ticket for end-users.
• Hands-on experience working with and supporting the following products and tools:
  • Microsoft Exchange and Office 365;
  • Anti-virus software (i.e., Trend Micro, Microsoft System Center Endpoint Protection);
  • Microsoft Distributed File System (DFS);
  • Microsoft Active Directory (AD);
  • Microsoft Domain Name Services (DNS);
  • Microsoft Dynamic Host Configuration Protocol (DHCP);
  • Microsoft Windows;
  • Network Printers;
  • Microsoft Office products;
  • Service Now;
• 2-5 years of Help Desk Specialist Experience