Service Desk Analyst

SERVICE DESK ANALYST

Department: Service Desk

Reports to: Service Desk Manager

FLSA: Non-Exempt

Schedule: 10am - 7pm EST

Position Summary

The Service Desk Analyst primary function is to provide technical support for production-based applications and network, supporting company business and objectives.  The Service Desk Analyst troubleshoots when problems are encountered via root causes analysis, implements temporary workarounds as appropriate, and designs permanent solutions aimed at increasing application and network availability and usability.

Essential Duties and Responsibilities

• Work as Support Team member, to gather information, apply knowledge and experience to Ensure efficient and accurate problem troubleshooting and solutions development
• Ability to effectively and efficiently troubleshoot technical problems.
• Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.
• Install/Configure software applications and hardware solutions
• Basic understanding of TCP/IP, DNS, DHCP, VDI and VPN configurations.
• Provide general IT end-user support
• Provide complete resolution summary upon case closure to capture knowledge base data
• Take ownership of problems by collecting symptom/environmental data for problem resolution
• Communicate effectively with end-user and IT Support Team to resolve assigned tasks
• Peripherals setup & support such as printers, scanners, etc.
• Any other duties as assigned by management.

Qualifications

• High School diploma or equivalent
• 3+ years’ recent computer, server, and network troubleshooting experience.
• Must be resourceful and able to take initiative in a dynamic environment.
• Knowledge of computer and server hardware.
• Ability and willingness to work in an environment providing 24x7x365 support.
• Strong understanding of Windows operating systems and applications in a domain environment, including Windows 11 and Microsoft Office suites.
• Experience with anti-virus technologies and troubleshooting
• Experience with troubleshooting IT hardware, including workstations, monitors, printers, laptops, and mobile devices
• Experience with VMWare virtual desktops
• Strong customer service skills
• Strong written and oral communication skills
• Ability to demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness and dependability
• Ability to work in fast-paced environment and meet deadlines
• Capability to work both independently and as part of a team
• Problem-Solving mindset with ability to multitask

 Language Skills

• Excellent written and verbal communication skills
• Ability to read, analyze and interpret common technical reports, and documentation

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.
• The noise level in the work environment is usually moderate

General Sign Off

The employee is expected to adhere to all company policies and to act as a role model in the adherence to company policies.