Service Desk Analyst

Job Description

Summary:

The Service Desk Analyst will use critical thinking and standard operating procedures to perform IT support activities and resolve issues to ensure effective and timely resolution of tickets. This position ensures the integrity and reliability of the client computing environment and provides first and second level support in all technology related issues. The Service Desk Analyst responsibilities include installing, diagnosing, repairing, maintaining, and upgrading all hardware, related equipment and software while ensuring optimal workstation performance.

They will work with other groups and in particular the Service Desk Leads to provide the necessary support to resolve client and site issues.

• Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
• Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
• Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk system.
• Perform tasks related to Service Desk support in acquisition integrations
• Administer and support current Anti-virus implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliancy.
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
• Performs activities related to the operations and monitoring of the IT environment.
• Implement, configure, troubleshoot and maintain network printers.
• Implement, configure, troubleshoot and maintain phones.
• Obtain approval and purchase hardware and software as required or requested.
• Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
• Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
• Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity required. Will participate in projects that are large scale deployments of client support level software or hardware.
• Able and willing to travel up to 25%. Travel includes but is not limited to driving a vehicle to other Wabtec facilities, or air travel, as needed.
• Other duties as assigned.

• Bachelors or Technical degree (2 or 4-years) in discipline appropriate to position or equivalent combination of education, certifications, and experience.
• Minimum of