Service Desk Analyst

The Service Desk Analyst is responsible for providing technical assistance and support related to computer systems, hardware, and software, and responding to user requests. In addition, they manage, maintain, and deploy the hardware images and assets, maintain user accounts, ensure the security of hardware and software assets, comply with audit requirements, and assist with various IT projects.  

ESSENTIAL RESPONSIBILITIES: 

• Provide Technical Support:

• • Respond to Service Desk incidents and service requests (tickets), which may be routed to IT via email, chat, or phone call.
  • Troubleshoot and resolve technical issues, such as network connectivity problems, software errors, and hardware malfunctions.
  • Research issued to determine best course of action for resolving incidents.
  • Escalate complex issues to senior team members, Information Security, Network and Infrastructure, or IT Management for resolution.
  • Monitor both their personal and team ticket queues.
  • Properly prioritize incidents based on the published Priority Matrix Adhere, and to complete incidents within established Service Level Agreements.

• Install and Configure Systems:

• • Maintain an up to date image used to image computers quickly.
  • Accurately complete the PC Build Checklist and provide peer review for others on the team.
  • Set up and deploy computer systems, including installing operating systems, software applications, drivers, and peripherals.
  • Configure computer hardware, such as ID scanners, receipt printers, check printers, and MFPs to ensure proper functionality.

• Maintain Computer Systems:

• • Perform routine maintenance tasks, such as installing updates, patches, security fixes, and removing unsupported or end of life software on computer systems. 
  • Update asset assignment records as machines are deployed, lost, or retired.
  • Create and maintain records for hardware that is ewasted.
  • Monitor system performance and take proactive steps to ensure optimal performance.
  • Add / remove computers from the automated maintenance system (CCleaner Cloud).
  • Promptly report and take corrective action for any security violations that are discovered.
  • Ensure end-of-life or unsupported software is removed from computer systems to reduce security vulnerabilities and licensing issues.

• User Account Management:

• • Create and maintain user accounts and access permissions, and update records accordingly.
  • Manage permissions and file maintenance for network shares used for user and department folders.
  • Deploy Yubikeys / MFA and assist users in configurating them.
  • Reset passwords and troubleshoot account-related issues.
  • Update user Branch and Check Printer assignments within Symitar as users move between branches.

• Collaborate with IT Team:

• • Work closely with other IT team members to resolve technical issues and provide support.
  • Participate in team meetings and contribute ideas for improving IT processes and services.
  • Responsible for communications / updates to users and management during major outages.
  • Participate in cross functional project teams.

• Ensure Security and Privacy:

• • Follow security policies and best practices to protect systems and data from unauthorized access.
  • Adhere to privacy regulations and company policies regarding sensitive information.

• Documentation and Training:

• • Document processes, solutions, and troubleshooting steps for future reference.
  • Assist in training end-users on basic IT concepts and applications.

• Learn and Grow:

• • Stay up to date with emerging technologies and industry trends.
  • Participate in training programs and pursue certifications to enhance skills and knowledge.

• Customer Service:

• • Provide excellent customer service to end-users, ensuring their technical issues are resolved in a timely and professional manner.
  • Escalate issues to other IT teams or vendors quickly when needed.
  • Communicate technical information clearly and concisely to non-technical users.

EDUCATION and/or EXPERIENCE: 

• Proven work experience as a Service Desk Analyst or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Experience with Microsoft Office Suite and other common software applications.
• Familiarity with Active Directory, DNS, DHCP, and Networking.
• Hands-on experience with computer hardware components.
• Excellent research and troubleshooting skills.
• Good communication and customer service skills.
• Ability to work independently and in a team environment.
• Experience with patch management tools and practices.
• Ability to work independently and as part of a team.