IT Service Desk Analyst I

Position Overview

The IT Service Desk Analyst I is responsible for providing onsite first level support to users of desktop, laptop, phone, printer, and mobile technology devices. The IT Service Desk Analyst I position will be responsible for assisting all CCM personnel while documenting the steps taken for resolution in a timely manner.

Job Responsibilities

• Provide onsite, in-person technical support to all CCM employees in Naples, FL via support ticketing system, inbound phone calls, email, and possibly text for all company systems and software.
• Ensure that all support requests are properly input and tracked within the support ticketing system.
• Diagnose and Resolve:
• Hardware related issues efficiently by troubleshooting configuration and applying driver updates and documenting steps and escalating to other IT teams as necessary.
• VPN related issues to enable remote staff to connect to corporate network securely.
• VoIP related issues to ensure end user has access to corporate telephone network.
• LOS (Encompass, etc.) related issues to ensure end user has access to the core loan origination applications.
• Document scanning/printing related issues.
• Connectivity, sign-on, or Windows issues.
• Actively coordinate with team members and other service support groups to effectively resolve incidents and requests.
• Maintain CCM standard SLA response rates for outstanding issues.
• Perform brief application deployments consistent with organizational needs, as directed by management.
• Review and understand standard operating procedures, make recommendations, and assist with making improvements where possible.
• Create and/or follow technical documentation, system documentation, knowledge articles, and self-help references.

Qualifications And Skills

• Associate degree in computer science or 2 years’ equivalent work experience, preferred.
• At least 2 years’ providing direct support to employees or customers.
• A+, Net+, or similar certification.
• Effective Communications Skills.
• Effective troubleshooting skills with Windows, Office, IE/Chrome browsers, general networking, Active Directory domains, and a wide variety of mobile devices.
• Familiarity supporting Mac OS X desktops and laptops.
• Experience working within a ticketing system.