Service Desk Analyst

This role will field incoming Help Desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end-user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.

• Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
• Access the Footprints ticketing system to create or resolve tickets
• Ability to RDP into a machine to fix an issue
• Perform password resets
• Resolve any VPN access issues
• Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
• Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance), and printer problems (local, network)

• Remote phone support
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Ability to absorb and retain information quickly
• Ability to work independently with minimal supervision
• Sitting for extended periods of time
• General troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers)
• Software applications required to support:
  • Windows 10
  • MS Office (2016 / O365)
  • MS Outlook (2013 / 2016 / O365)
  • Intune & Webmail
  • Cisco Jabber / Meeting Place
  • Active Directory / Active Roles / Quest Password Manager
  • SAP & Maximo – password unlocks/resets
  • Enterprise/departmental applications specific to Client
• Periodically support other IT Groups as needed

• Associate degree in Information Systems; 4-year college degree is preferred
• Minimum 4 years prior demonstrated experience