Service Desk Analyst

The Position

Service Desk Analyst surpasses expectations by providing optimal customer experiences and service availability. This is a technical position requiring strong hardware and software skills in systems diagnostics and system-level troubleshooting. The ability to meet associated goals and to balance and prioritize multiple tasks is imperative. Duties include, but are not limited to, providing technical assistance and support for issues related to computer systems, hardware, and software.

This requires a timely response to inquiries, running diagnostics, isolating problems, and implementing technical solutions.

• Work in a team-oriented environment where collaboration is a priority.
• Achieve your professional goals without sacrificing the balance between work and life.
• Grow your career with an industry leader known for world-class design, manufacturing, sourcing, and distribution.
• A comprehensive benefits package with options to choose what works best for you and your family.

• Provide support for incoming queries and issues related to computer systems, software (e.g. Windows 10, Office Suite, various browsers), and hardware from users. This is done in person, over the phone, or via remote control.
• Manage all user incidents and requests in the ticketing system per established procedures and SLA’s.
• Distribute and review user equipment. Maintain inventory asset management systems.
• Ensure equipment is clean, up-to-date, and operational.
• Assist with and troubleshoot problems;
  ** escalate
  * * issues to the Systems and Operations team when necessary.
• Manage installation of laptops, desktops, printers, scanners, and other assigned peripherals.
• Image computer systems with proper OS and applications.
• Support proprietary client and web applications in use by programs.

• HS Diploma or GED
• A minimum of 2 years of Help Desk Specialist experience.
• Working knowledge of ITIL best practices.
• Hands-on experience working with and supporting a variety of products and tools including, but not limited to:
  Microsoft Exchange, Office 365, Microsoft Office products, Microsoft Distributed File System, Microsoft Active Directory, Microsoft Domain Name Services, Microsoft Dynamic Host Configuration Protocol, Anti-Virus Software, Network Printers, Ticketing System (i.e., Service Now), and General System Administration.
• Operational knowledge of Windows Operating Systems and applications, security software, Microsoft Office applications, various browsers, WebEX, Go-TO Meeting, and applications.
• Excellent written and verbal communication skills.
• Ability to work collaboratively and effectively with all levels.
• Ability to work independently and understand appropriate timing to elevate problems so deadlines are met.
• Outstanding analytical and problem-solving skills.