IT Service Desk Analyst

Overview

The Service Desk Analyst is responsible for technical support for internal and external employees and clients via email, phone and other methods. This position requires familiarity with a variety of the organization's concepts, practices and procedures, as well as proper experience and judgement to plan and accomplish goals.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assisting internal employees and external customers with technical issues.
• Update/manage/resolve internal tickets within the company’s incident tracking system and maintain all records as necessary.
• Accelerate complex cases to the Sr. Service Desk Analyst.
• Train, coach and advise employees on proper program usage and log in.
• Perform test and updates to programs as required.
• Collaborate with internal departments to ensure IT needs are met.
• This role requires participating in a rotating 24/7 on-call schedule to provide immediate support for critical system incidents during evenings, weekends, and holidays.
• Detail oriented
• Effective Time Management
• Ethical Conduct
• Problem Solving/Analysis
• Strategic Thinking
• Technical proficiency
• Ability to maintain confidentiality
• Critical thinking and evaluating

• Excellent technical skills with PC’s
• Familiarity with Microsoft Office Suite (i.e. Word, Excel, Outlook, Sharepoint, etc.)
• Direct experience working with contracts, policies, and/or regulatory agencies
• Excellent written and verbal communication skills
• Strong reporting abilities
• High School Diploma or GED
• Valid US Driver’s License