Service Desk Analyst

Responsibilities

• Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing
• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
• Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
• Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts
• Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
• Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting

Qualifications

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
• Bachelor’s degree or equivalent + 2 applicable years
• Ability to work Shift 3: Monday - Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
• Experience with patch management software (e.g., SCCM)
• Experience installing, upgrading, and removing software
• Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle
• Advanced experience with Active Directory management & administration including Unlocking accounts/PW Resets, OU’s and Group Policy
• Knowledge of Configuration Change Management best practices

Desired

• ITIL v4 certification (must obtain within 6 months of hire)
• HDI Certification
• MCP Certification
• COMPTIA A+, or Network+, or Security+ Certification
• Knowledge of Problem Management best practice and processes

Pay

The Proposed Salary Range For This Position Is $49,900 - $100,000