IT Service Desk Analyst

Description

• Work closely with Senior Service Desk Analysts and escalation teams

• Catch mistakes and information gaps in tickets to ensure high quality

• Provide Tier-1 support for Microsoft Office issues

• Create, maintain and advise customers on file shares and security including NTFS/DFS and Citrix ShareFile

• Help create and maintain support processes for all areas of the business

• Work in an on-call rotation

Required Qualifications:

• 2+ years’ experience supporting a mixed environment of enterprise and non-standard applications

• Strong communication and active listening skills

• Strong investigation and diagnostic skills

• Familiarity with ITIL processes

• Basic understanding of networking technologies

Preferred Qualifications:

• Familiarity with Cisco phone provisioning

• Familiarity with Citrix hosted applications

• Experience with Active Directory and Kerberos

Additional Knowledge/skills of value:

• SolarWinds

• Microsoft SQL Server database experience

• Automation technologies & processes (GE Proficy, PLCs)

Additional Skills & Qualifications

Patience – Will be dealing with folks who do not work with computers on a daily basis. Learn how to work outside of procedure, how do you get from point a to point B by following what makes sense. Have to be able to keep a customer at bay even when you do not understand what their issue is.

Very adaptable. Get thrown the same issue over and over again but each time find a new way to solve it.

Doing external and internal support. Customers or employees will provide the same issues but present the issues in different ways. Probing questions are very important.

Virtualization and Application support are important.

Experience Level

Expert Level