Service Desk Analyst

Primary Responsibilities

• Responds appropriately and in accordance with established guidelines and timeframes to all calls, emails, work orders, or alerts by creating an incident/request using the IT Service Management Suite provided in an effective manner; maintaining and ensuring the accuracy of all logged information.
• Responsible for Level 1 support providing basic to intermediate support. Exceeds end-user expectations by meeting established SLAs and customer demands.
• Drives high customer satisfaction and ensures services align with BILH's needs.
• Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to the Supervisor, Service Desk for incidents/requests that require elevated support.
• Diagnose and resolve simple to moderately difficult desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication.
• Accurately responds to desktop issues related to profiles, group policies, and local system configurations.
• Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS.

Required Qualifications

• High School diploma or GED required.
• 1-3 years related work experience required in 2 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in an MS Windows / MS Office environment.
• Advanced Knowledge of various Operating systems (OS) such as Windows 10 and MAC OS.
• Knowledge of various mobile devices, such as: iOS and Android platforms.
• Solid experience with Citrix Systems application.
• Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.).
• Solid experience of Microsoft Office 360.
• Knowledge and experience with ITSM systems such as Service Now or Remedy.
• May produce complex documents, perform analysis, and maintain databases.
• Ability to learn quickly and retain knowledge of a wide variety of systems.
• Advanced technical computer skills as required for technical support specific to functional areas and related systems.
• Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
• Knowledge of Oracle PeopleSoft and Workday applications is desirable.
• Knowledge of Electronic Health Record (EHR) applications is desirable.

Pay

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.