Service Desk Analyst

Key Responsibilities

• Provide Service Desk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT Service Desk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local and remote workstation
• Document and improve internal procedures
• Aid with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Document ticket resolution for all tickets in the Service Desk
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Stay current with SaaS and hardware deployments for company-based process improvements
• Respond to security alerts by isolating compromised devices, revoking user access, and properly documenting incidents within the Service Desk

Required Qualifications

• Bachelor's in technology related field or equivalent
• 1 – 3 years of technology experience

Preferred Qualifications

• Windows 11
• Active Directory administration
• PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Office Suite 2019 / 365
• Adobe Acrobat
• Client PC connectivity - Ethernet, TCP/IP and Citrix
• File server knowledge
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written to a wide range of end-users
• OneDrive / Teams / SharePoint Files