Service Desk Analyst

About the role

The role of the Service Desk Tier 1 Analyst is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable.

Responsibilities

• Provides 1st level technical support for Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone/IPad connectivity and synchronization, among other applications.
• Escalates/Coordinates with 2nd level support with Tier II to resolve problems when necessary.
• Maintains ticket queues by actively communicating with customers and peers.
• Assists peers with troubleshooting, SD processes and procedures.

Requirements

• Associates degree in Information Technology or equivalent
• 1-3 years working experience in a Service Desk Role
• HDI HelpDesk Professional or ITIL Foundations Required
• Basic Network Administration Knowledge
• Experience with Windows operating systems is required.
• Experience with IOS required
• Ability to effectively explain technical information to people with less technical knowledge.
• Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.