Service Desk Analyst

Essential Duties And Responsibilities

• Work as Support Team member, to gather information, apply knowledge and experience to Ensure efficient and accurate problem troubleshooting and solutions development.
• Ability to 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/Configure software applications and hardware solutions
• Basic understanding of TCP/IP, DNS, DHCP, VDI and VPN configurations.
• Provide general IT end-user support
• Provide complete resolution summary upon case closure to capture knowledge base data
• Communicate effectively with end-user and IT Support Team to resolve assigned tasks
• Peripherals setup & support such as printers, scanners, etc.
• Take ownership of problems by collecting symptom/environmental data for problem resolution
• Communicate effectively with end-user and IT Support Team to resolve assigned tasks
• Take ownership of problems by collecting symptom/environmental data for problem resolution
• Communicate effectively with end-user and IT Support Team to resolve assigned tasks
• Take ownership of problems by collecting symptom/environmental data for problem resolution
• Communicate effectively with end-user and IT Support Team to resolve assigned tasks

Qualifications

• 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 business professional behaviors including punctuality, attendance, responsiveness and dependability
• Ability to work in fast-paced environment and meet deadlines
• Capability to work both independently and as part of a team
• Problem-Solving mindset with ability to multitask

Physical Demands

• Occasionally lift and/or move up to 25 pounds
• Exposure to weather conditions prevalent at the time
• Noise level in the work environment is usually moderate

General Sign Off

• The employee is expected to adhere to all company policies and to act as a role model in the adherence to company policies.