IT Service Desk Analyst - First-Line Tech Support

General Responsibilities

Provides proactive, high level of customer service to Terracon employees on a variety of technical and support issues including or involving company-provided computer systems, operating systems, LAN/WAN, printers, and application software. Responds to employee inquiries, runs diagnostic programs, installs hardware and software, isolates problems, and determines and implements a solution.

• Respond proactively to telephone calls, emails, and chat sent to the IT Service Desk system as the first level of assistance.
• Open and/or close work orders (via IT Service Desk software) on each call received.
• Escalate problems and requests as necessary to ensure positive resolution.
• Conduct research on relatively simple issues and escalates issues that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or tier 2 support.
• Create, modify and/or delete user accounts per Terracon policy and update appropriate documentation (e.g. account termination spreadsheet).
• Guide end users through troubleshooting procedures to restore technical service.
• Re-image workstations and laptops (using current image software) when required.
• Accurately document user issues and troubleshooting steps, test results, and resolution information within incidents and service requests.
• Maintain an increasing level of proficiency in hardware, software, networking, and other technologies supported by the IT Dept.
• Participate in company technology projects as needed.
• Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
• Follow safety rules, guidelines, and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
• Be responsible for maintaining quality standards on all projects.

• High school diploma or equivalent.
• Up to 1-year help desk related experience.
• Associate’s degree in Information Systems or related field preferred.
• Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.
• Experience with Microsoft Office 365 products at the level used in the corporation.
• Experience with Microsoft Teams.
• Experience with Microsoft Exchange.
• Knowledge of Client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN, and VPN.
• Knowledge and understanding of Active Directory at the level used in the corporation.
• Knowledge and understanding of mobile devices, e.g., iOS, Android phones, and tablets.
• A valid driver’s license with acceptable violation history may be required.

• A+ certification