Service Desk Analyst

About the role

Flexjet is seeking a dedicated and committed Service Desk Analyst to provide first-level support of service requests. The ideal candidate is customer-motivated and will work to understand the needs of our users. Our staff operates in a team environment, supported by a full-service network infrastructure group and a team of in-house developers. Please note, this position may include weekend shift requirements.

Responsibilities

• Handle service requests that come in via our help desk system (Zendesk), phone, or email.
• Monitor end-user reported problems to identify potential areas requiring further intervention and communicate to appropriate personnel using Flexjet's incident management and request fulfillment processes.
• Document issues found and troubleshooting practices.
• Setup, maintenance, and repair of PC-based computer hardware, printers, network wiring, and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks, and telecommunications.
• Participate in a weekly on-call support rotation (currently every 10-12 weeks). Candidates must be able to perform break-fix and define the term.
• Review and update technical support documentation to ensure information is complete and accurate.
• Collaborate with third-party vendors to resolve software/hardware problems and disputes.
• Perform routine system administration activities, such as resetting passwords, printer set-ups, user accounts, and accessibility.
• Train employees on the use of hardware, software, and processes.

Requirements

• Bachelor’s degree in Business or Computer Science preferred.
• 3-5 years of experience with hardware support.
• Strong knowledge of Microsoft Client operating systems up to Windows 10 (required).
• Ability to achieve Microsoft Certification within 1 year of hire.

Skills

• Exceptional attention to detail.
• Strong time management and prioritization skills.
• Ability to work autonomously and under pressure to complete tasks in a timely manner.
• Working knowledge of network wiring standards and protocols.
• Critical thinking and problem-solving skills.
• Ability to troubleshoot, diagnose, and repair computer hardware, telecommunications, and peripheral equipment (e.g., PCs/laptops, printers, desk and mobile devices) with minimal direction.
• Well-developed interpersonal skills that promote and foster a team culture.
• Excellent organizational, written, and verbal communication skills to establish and maintain effective working relationships.

Desired Skills

• SCCM knowledge is a plus.
• ITIL knowledge is a plus.
• Office 365 Administration.
• Microsoft Azure knowledge is a plus.
• Microsoft Intune knowledge is a plus.