Service Desk Analyst

About the role

Under general direction, receives, logs, analyzes, and resolves customer requests for Information System services via various communication channels. Demonstrates strong analytical and customer service skills. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Responsibilities

• Provides Tier 1 customer support by directly responding to customer requests for service.
• Assigns calls to the appropriate support groups or individual.
• Monitors processes and the status of various systems.
• Ensures that Help Desk system databases contain accurate information.
• Develops and maintains process resolution documentation, flow sheets, and procedural references.

Education

• Required – Associates Degree in Computer Science
• Preferred – High School Diploma or Equivalent

Work Experience

• Preferred – End-user support: 1–3 years
• Preferred – Technical support call center or help desk: 1–3 years

Licenses and Certifications

• Preferred – Microsoft Certified Technology Specialist

Knowledge, Skills and Abilities

• Knowledge of a wide range of hardware equipment and software applications.
• Comprehensive understanding of Information Systems and the functional duties of various support groups.
• Demonstrated expertise in Information Technology support commensurate with requisite education/training.
• Demonstrated ability to work independently and to consistently exercise sound judgement and initiative in a wide range of circumstances.
• Ability to effectively operate and troubleshoot a wide range of computer operating systems, applications and system management software tools.
• Must be able to communicate in verbal and written communications. Typical mediums of communications include face-to-face dialogue, telephone, memos, and electronic mail.
• Ability to interpret equipment status indicators to determine appropriate operating conditions. Indicators may include visual and/or auditory techniques or queues.
• Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation.
• Ability to type with accuracy, while simultaneously conversing with customers over the telephone.
• Ability to exhibit a customer-oriented and professional demeanor at all times.

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work – exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.