IT Service Desk Analyst

About the role

The Enterprise IT Service Desk Analyst's role is to provide our internal customers with an exceptional experience for every contact. The IT Service Desk Analyst will assist our customers with all aspects of their PC and mobile device-related challenges. This includes resolution of incidents that may result in installing, diagnosing, repairing, maintaining, or upgrading the PC, its peripherals, or the software in use.

The IT Service Desk Analyst always strives to exceed the customer's expectations by providing solutions whether in person, remotely by telephone, e-mail, or other means necessary to deliver consistent and superior service.

Principal Duties and Responsibilities (Essential Functions)

• Provide world class customer support.
• First level response to incident tickets.
• Accept and solve support issues.
• Migrate and deploy PC's/ PC images.
• Function and communicate in a global support team.
• Respond to ticketing incidents by priority and assignment.
• Support customers through superb communication in person, by telephone and or email.
• Fully document resolution, and communication history to customer in incident ticket.
• If appropriate, convert resolution to knowledge base document to share with other team members.
• Diagnose, analyze, and resolve PC and software problems for internal customers through incident ticketing system.
• Analyze root cause and implement corrective solutions.
• Deploy new equipment to customers from unpacking to delivery.
• Collaborate with the infrastructure team to ensure efficient operations.
• Assist in resolving issues with customers on server-based software products.
• When working on any PC, ensure the latest security settings, antivirus, and application patches are applied.
• Use tools and applications for monitoring PC performance and provide performance statistics and reports.
• Maintain inventory of all hardware and software.
• When necessary, contact third-party support and PC equipment vendors.
• Maintain knowledge of current IT trends and advancements.
• Responsible for other opportunities as required.
• Full time - Five days a week - In the office position (Service Desk is the face of IT)
• On-call availability and some evening and weekend hours.

Job Specifications

• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Strong written and oral communication skills.
• Strong customer relationship skills.
• Strong troubleshooting skills and knowledge of IT hardware and software.
• Ability to conduct research into software issues and products as required.
• Strong organizational skills with keen attention to detail.

Required Education and Experience

• An associate degree in the field of business administration, computer science, or management information systems and/or 3-5 years of related work experience is preferred.
• A+ certification is desired.
• Experience working in a team-oriented, collaborative environment.

• Supervisory/Responsibility: Individual contributor w/no direct reports
• Work Environment: This is an office position.

Position Type

• This is a regular, full-time position with frequent overtime. Must be able, available, and willing to work more than 40 hours per week, including scheduled and unscheduled overtime.
• Travel: Travel could be up to 15% (out of town) as needed for remote support.

Physical Demands

• The physical demands described here are representative of those performed in the job duties.
• The employee sits at a desk and uses a computer for prolonged periods of time.
• Performing the role frequently uses close vision, speech, hearing, and dexterity to operate office equipment.
• The employee must occasionally lift and/or move up to 15 pounds.