Service Desk Analyst- (Tier 1​/TierHybrid

About this Position

Elegant Enterprise Wide Solutions is seeking a Service Desk Analyst for a Tier 1/Tier 2 hybrid role.

Service Desk Analyst- (Tier 1/Tier2 Hybrid role)

• Deliver Tier-1 support in office.
• Answer, validate and triage incoming incidents and requests from internal employees:
  • Phone‑in incidents and requests.
  • Email‑submitted incidents and requests.
  • Self‑service ticket submissions routed from internal employees.
• Escalate issues to Tier 2 as needed and set customer expectations for follow‑up.
• Identify and perform first‑contact resolution tickets.
• Provide technical assistance on configuration, setup, maintenance and initial troubleshooting of county standard computer systems, hardware, and software.
• Provide best‑effort support for non‑standard computer systems, hardware, software, and internet service providers.
• Develop, contribute to, and maintain knowledge articles.
• Follow up on customer queries with Tier 2 and Tier 3 support teams.
• Provide Tier 2 IT desk‑side and/or call‑center support to end users for software and hardware troubleshooting.
• Install, modify, and repair computer hardware and software both in person and using remote access tools.
• Provide support for on‑site and remote (via Citrix) technology integration including laptops, printer networks, and VoIP systems.
• Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Utilize Service Now to create, update, and close incident and service requests.
• Assist with configuration and support for agency‑issued mobile devices.
• Provide excellent customer service.
• Maintain current knowledge of relevant technology as assigned.
• Provide support and follow‑up for specifically assigned tasks.

• High school graduate or equivalent.
• Proficient with Service Now.
• Experience using Five9 is desired.
• CompTIA A+, Security+, or Network+ certification; HDI certification is a plus.
• ITIL Foundation a plus.