IT Service Desk Analyst

Description

MUST HAVE MANAGED SERVICE PROVIDER ENVIRONMENT EXPERIENCE

The Service Desk Analysts role within our IT Infrastructure Consulting group provides you with a unique opportunity to be a part of our dynamic practice. As our company continues to grow, we are looking for individuals who seek roles that expose them to all facets of infrastructure including engineering, technology, design and business. Our team is composed of smart, self-motivated individuals who thrive in a cohesive and results-oriented environment and enjoy the challenge of real responsibility. As a Service Desk Analyst, you will work directly with our highly trained consultants and have access to a large cross-section of engagements and projects that develop your I.T career. You will use your strong analytical skills to develop quality solutions to meet client requirement.

The Service Desk Analyst consultant provides remote technical support to our external managed serve clients. This position requires a strong technical skillset, great customer service skills, and the desire to learn. These skills will be used in a fast-paced, fun, team oriented environment.

Job Duties and Responsibilities:

- Provide phone and email technical support to end-users to resolve any hardware or software issues

- Support and troubleshoot workstations, server and network related issues

- Perform systems administration for Office 365, Windows Servers, and workstations across multiple customers

- Monitor and troubleshoot client backups

- Escalate customer issues through the proper channels

- Manage cases according to defined severities and case priorities

- Maintain client security levels and confidentiality of information

- Clearly document support issues and all steps performed in our clients ticketing system

- Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server, or network infrastructure that indicate failing hardware or software corruption

- Update cases and communicate with clients daily or as required until issue is closed

Knowledge, Skills and Abilities:

- Highly customer focused with ability to provide consistently excellent customer service and professionalism

- Excellent written and verbal communication skills

- Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment

- Must be able to manage individual workload

- Must be a strong team player

- Must possess strong sense of ownership with client relationships

Skills

azure, windows server, Troubleshooting, Service desk, Customer service, Phone support, Servicenow, Office 365, Active directory, Technical support, Ticketing system, Application support

Additional Skills & Qualifications

Additional Skills & Qualifications

3 years of experience working on a technical helpdesk or equivalent network administration role.

Minimum of 3 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment

Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required

Bachelor's degree (BA/BS) from an accredited 4-year school is a plus

Experience with Office 365 Administration and associated workloads including Outlook and SharePoint

Fundamental understanding of TCP/IP Networking

Experience with firewalls, such as Cisco, SonicWALL and Meraki

Experience with VMWare ESX hosts and vSphere Client for administration

Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.

Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN

Experience with Apple Hardware and MAC OS X

Experience with enterprise mobile devices