Service Desk Analyst II

Duties And Responsibilities

• Maintains Service Desk email, phone, and ticketing systems for incoming requests.
• Works with associates to identify, troubleshoot, document relevant details, and provide solutions to incidents and service requests.
• Troubleshoots, diagnoses, documents, and resolves technical issues related to Windows Operating Systems, Office 365 applications, engineering production applications, collaboration systems, and basic networking technologies.
• Facilitates the escalation process and engages with senior-level staff when necessary.
• Administers user accounts on several IT platforms.
• Performs configuration changes, updates, and upgrades to systems and applications as directed.
• Deploys, sets up, and supports desktops, laptops, VoIP, Unified Communication, Video Conferencing, and other technologies for Associates.
• Participates in the off-hours On-Call rotation.
• Other duties and projects as assigned.

Requirements

• Bachelor's degree in computer science or a related field.
• Three years of service desk experience, or equivalent combination of education and experience.
• Three years of experience imaging, deploying, and supporting desktops, laptops, and mobile devices in a Microsoft Windows environment with Software Center and Intune.
• Strong working knowledge of Microsoft Windows with the ability to solve complex workstation issues.
• Experience deploying software via Microsoft deployment tools.
• Effective communication skills with Associates throughout the firm.
• Flexibility to travel up to 20% or as needed to support multiple office locations.
• Ability to lift and/or move up to 50 pounds.
• Ability to sit and/or stand for prolonged periods of time.
• Ability to perform tasks requiring bending, twisting, kneeling, crouching, squatting, and/or crawling.
• Ability to reach horizontally as well as vertically for required tasks.
• Ability to transport equipment across office environments, including hallways, workstations, and shared spaces.
• Ability to use hands and tools to assemble, install, and adjust computer hardware and peripherals.
• Specific vision abilities required for close work, including viewing screens, reading labels, and configuring equipment.