IT Service Desk Analyst

We are seeking a positive, resourceful, and dedicated IT Service Desk Analyst who constantly strives to deliver the highest quality of service and exceed customer expectations. As a member of our Service Team, you will be responsible for providing day-to-day remote support to our customers for user assistance requests, investigating incidents, and providing troubleshooting expertise to resolve issues as they arise. Our fast-paced and demanding environment provides an excellent opportunity for employees to gain valuable experience with a variety of information technologies and continually learn and grow.

Responsibilities:

Provide IT support and problem resolution to customers via phone, email, and remote support
Prioritize, manage, and resolve end-user incidents, service requests, emails, and other day-to-day tasks
Log all incidents and end-user requests and resolve or escalate for assistance
Install, modify, and repair computer hardware & software
Install, manage printers, and troubleshoot printing issues
Run diagnostic programs to resolve computer problems
Server & Network device management. (Connectivity issues & New user setups)
Resolve technical problems with WAN & LAN issues
Follow-up with clients to ensure issue resolution
Escalate out-of-scope issues to senior support
Help train and educate clients on using technology
Maintain accurate and up-to-date documentation through the change management process.
Attend training & team meetings as required
Working with 3rd Party Vendors to troubleshoot and resolve IT issues
Employee flexibility is required to meet the demands of the business

Qualifications:

Minimum of 3 years experience in Managed IT Service Provider Companies
Experience providing IT technical support remotely to end users via telephone or email in an efficient and effective manner
Experience logging incoming calls and resolving or escalating for assistance
Experience in prioritizing and queue management
Strong interpersonal skills including excellent phone skills, etiquette, and clear, professional written communication
Excellent analytical skills to effectively question users and to resolve problems
Highly organized with the ability to effectively prioritize and manage multiple tasks on a deadline-driven environment with limited supervision
Exceptional attention to detail and the ability to grasp concepts quickly
Strong customer service skills with proven ability to establish positive working relationships
IT diploma, degree, or IT certifications (i.e. A+, Server+, Network+, various Microsoft)

Education Requirements, Skills, and Knowledge

IT Troubleshooting: 2 years experience fully supporting and building SMB environments
Microsoft Office 365 Management & Configuration
VMWare Experience or Certification
Windows Server (2012-2019)
Active Directory
Veeam Backup & Replication
Cisco DUO MFA
GPOs
Routing and Switching
Fortinet Fortigate Firewalls
IPSec and SSL VPNs
Security Best Practices
Printers/Copiers
TCP/IP
DHCP
DNS
Hyper-V
Sophos Intercept X
Previous experience in a Managed Services environment

IT Service Desk Analyst

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