Service Desk Analyst

Position Overview:

This position is part of the team that provides the first line of Information Technology service for end users across the United States. The environment is mainly Windows based and most applications are Software as a Service.

The ideal candidate will be able to meet all job requirements as well as display an interest in bringing new abilities and skills to the department. Time will be provided for developing new skills and staying abreast of changes in technology that interest you and provide a benefit to the group.

* This list of duties and responsibilities is not all-inclusive and may expand to include other duties and responsibilities based on business need.*

• Field phone calls, texts, emails, chats and in person requests and it will be your responsibility to evaluate, prioritize, resolve, and document them utilizing the company standard ITSM application.
• By being the primary point of contact you will act as a liaison between users and higher tiers of support including third-party support.
• Help identify trends with support requests and proactively investigate new issues.
• Most requests will require installation, troubleshooting, repairing, maintaining, or upgrading all types of hardware and equipment such as PCs, tablets, multifunction printers, or peripherals. This may also include adding and removing users and resetting passwords, to include basic administration.

• Basic knowledge of networking, malware identification and removal, Phishing identification, Active Directory, M365 administration, Windows 11, and Office
  365 suite (Teams, One Drive and SharePoint).
• Solid communication skills (oral and written).
• A high degree of confidentiality.
• Ability to work independently, to be trustworthy and efficient.
• Professional, personable and a desire to learn, grow and contribute to the success of the team and organization.

• Two years of technical support experience or related degree/certification.

• This job operates in a clerical office setting. This role routinely utilizes standard office equipment such as computers, phones, photocopiers/printers, and filing cabinets.
• This position requires sitting, bending, stooping, or standing as necessary. Our offices are equipped with electronic desks for standing or sitting.

* McCormack Baron*

* is an equal-opportunity employer and makes hiring decisions based on merit.*