Searching for a junior-to-mid level Service Desk Analyst with 2-5+ years working for a medium-to-large enterprise to work Monday through Friday (and possibly Weekends from time-to-time)
Required Skills -PC and Mac OS, hardware, mobile devices, O365 and application experience in a mid-to-large enterprise
Job Duties -Working in a hybrid IT Call Center / Deskside Support team provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipment for separated staff.
Job Requirements -• Provide IT Service Desk (ITSD) and desk side support to all users. • A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization. • Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc. • Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required. • Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels. • Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors. • Conduct end-user orientation and training for new hires. • Provision and administer user accounts, distribution groups, and security groups in Active Directory. • Rotate shifts/work alternative shifts when needed in order to support 24x7 production environment. • Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed. • Provide AV support - support conference rooms, (multi location large audience simultaneous conferencing), and video conferencing. • Process equipment and software requests and record asset information. • Hardware/ software lifecycle management. • Provide white glove (VIP) and executive support. • Perform request fulfillment of moves & staff equipment changes at each location. • Assist with regression testing of supported software through OS Patches and Upgrades. • Push and install workstation and third party patches. • Provide Windows OS, Mac OS, and Mobile OS support. Other Skills and Abilities • Requires broad understanding and advanced technical acumen. • Skills consistently updated based on new software development and hardware technologies. • Proficient with Microsoft Windows OS, Office 365, Exchange/Outlook, and Active Directory. • Familiarities with PC and Mac support tools and software distribution tools. • Experience providing asset management support. • Experience using remote diagnostic tools for problem identification and resolution. • Utilizes problem solving, customer service skills, strong written, verbal and project management skills. • Must be self-motivated, strong organizational/interpersonal skills, and ability to prioritize workload. • Ability to meet specific deadlines and work under pressure. • Ability to maintain flexible work schedule.
Desired Skills & Experience -skills and experience listed elsewhere on the SOF