Service Desk Analyst

Department: Service Desk | Reports to: Service Desk Manager | FLSA: Non-Exempt | Schedule: 10am - 7pm EST

About the Role

The Service Desk Analyst's primary function is to provide technical support for production-based applications and networks, supporting company business and objectives. The analyst troubleshoots problems via root cause analysis, implements temporary workarounds as appropriate, and designs permanent solutions aimed at increasing application and network availability and usability.

Responsibilities

• Work as a Support Team member to gather information, apply knowledge and experience to ensure efficient and accurate problem troubleshooting and solutions development.
• Effectively and efficiently troubleshoot technical problems.
• Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.
• Install and configure software applications and hardware solutions.
• Demonstrate a basic understanding of TCP/IP, DNS, DHCP, VDI, and VPN configurations.
• Provide general IT end-user support.
• Provide a complete resolution summary upon case closure to capture knowledge base data.
• Take ownership of problems by collecting symptom/environmental data for problem resolution.
• Communicate effectively with end-users and the IT Support Team to resolve assigned tasks.
• Set up and support peripherals such as printers, scanners, etc.
• Perform any other duties as assigned by management.

Requirements

• High School diploma or equivalent.
• 3+ years’ recent computer, server, and network troubleshooting experience.
• Must be resourceful and able to take initiative in a dynamic environment.
• Knowledge of computer and server hardware.
• Ability and willingness to work in an environment providing 24x7x365 support.
• Strong understanding of Windows operating systems and applications in a domain environment, including Windows 11 and Microsoft Office suites.
• Experience with anti-virus technologies and troubleshooting.
• Experience with troubleshooting IT hardware, including workstations, monitors, printers, laptops, and mobile devices.
• Experience with VMWare virtual desktops.
• Strong customer service skills.
• Strong written and oral communication skills.
• Ability to demonstrate a high degree of professionalism, including punctuality, attendance, responsiveness, and dependability.
• Ability to work in a fast-paced environment and meet deadlines.
• Capability to work both independently and as part of a team.
• Problem-solving mindset with the ability to multitask.
• Excellent written and verbal communication skills.
• Ability to read, analyze, and interpret common technical reports and documentation.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls.
• Occasionally required to reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to talk or hear, and taste or smell.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exposure to weather conditions prevalent at the time.
• Moderate noise level in the work environment.