Service Desk Analyst

Description

Shift time: Sun, Mon, Tues from 7a to 7p. Then 7a to 11a on Wed morning (Note: Wed will not be service desk work but basic desktop support tasks. Imaging computers and prepping and shipping equipment, moving people, etc.)

Hyrbrid: They will be remote on Sunday and onsite Mon, Tues, Wed.

- They will work with 2 other people on Monday and 3 on Tues, Wed and solo on Sunday. First 3 weeks they will work M-F to train. 8a – 5p onsite.

Manager description: Good Help desk experience answering phones, good voice presence, deal with customers, possible in person support so familiar and comfortable with in person support. General help desk experience is good but ServiceNow, A/D, Okta experience would be nice and any SAP is a plus.

• The Sr. Service Desk Analyst needs to have ability to provide some level of Desktop Support as they will do front line support for the walk in users. They will make the initial attempt to resolve Desktop related issues prior to escalating to the Desktop Support Team. They will need to be stronger with MS Office, email, managing documents, macros, VPN issues, etc. Additionally, they will handle standard password resets, application support, website troubleshooting for external customers, etc.

• Experience with W10, W11, Active Directory

• They will support 35-40 tickets per day via phone, chat and email.

FORMAL DESCRIPTION:

The Service Desk Professional serves as the main contact for technical support, addressing IT issues, resolving hardware and software issues, and managing service requests. Key responsibilities include resolving user problems, escalating complex issues, assisting with onboarding, monitoring systems, and developing documentation and training materials. This role ensures IT services remain efficient and reliable, supporting user productivity and satisfaction through good communication, problem-solving, and excellent customer service.

Responsibilities:

• Serve as the first point of contact for IT support, addressing hardware, software, network, printer, and application issues

• Assist users with setup, configuration, and troubleshooting of IT equipment and software

• Provide technical support for hardware and software issues, including Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other related IT Systems

• Manage account lifecycle tasks such as user setup, deprovisioning, access controls, and password resets

• Conduct new hire orientations, ensuring smooth onboarding for IT systems and tools

• Monitor IT systems and networks, proactively identifying and addressing potential disruptions.

• Configure, implement, and coordinate automated production job scheduling to maintain operational efficiency

• Provide guidance and training on IT standard processes, tools, and resources to improve user proficiency

• Develop and maintain clear documentation for troubleshooting, common issues, and resolutions.

• Update and manage the knowledge base to streamline issue resolution and prevent recurring problems

• Perform routine maintenance and checks to ensure IT infrastructure stability and performance

• Identify and implement process improvements to enhance service desk operations and user experience.

• Actively participate in team meetings and contribute to new support strategies and initiatives

• Be available for on-call support or work outside regular business hours as needed

Education & Experience:

• Previous experience in technical support or service desk role

• Proficiency in using and supporting common IT systems, hardware, and software, including operating systems, office productivity suites; printers, and network components

• Experience supporting different operating systems in Windows and MacOS

• Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator/Endpoint Administrator Associate)

• Familiarity with IT service management (ITSM) principles and practices

• Familiarity with Ticket & Incident management tools

• Strong problem-solving and troubleshooting abilities

• Superb communication and customer service skills

• Two-Year Association or BA/BS degree preferred