Service Desk Analyst

***This role has an in office requirement in our Atlanta, GA office***

About BeyondTrust

BeyondTrust is the worldwide leader in intelligent identity and access security, empowering organizations to protect identities, stop threats, and deliver dynamic access to empower and secure a work-from-anywhere world. Our integrated products and platform offer the industry's most advanced privileged access management (PAM) solution, enabling organizations to quickly shrink their attack surface across traditional, cloud and hybrid environments.
Learn more at www.beyondtrust.com.

Job Summary

We are looking for a highly capable Service Desk Analyst to assess and optimize the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel.

To ensure success as a Service Desk Analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise enhances end-user support and system performance.

What will I be doing?

• Provide 1st, 2nd, and 3rd line support to non-technical users and explain complex IT concepts in simple terms
• Create and maintain documentation as it relates to all aspects of the services provided
• Ability to install, monitor, maintain, and support all hardware and software within the business
• Troubleshoot all IT incidents within the specified Service Level Agreements
• Take ownership of a variety of IT incidents and explore new and alternative resolutions where appropriate, looking for opportunities to improve efficiency and the end-user experience
• Where necessary, liaise with 3rd party vendors for maintenance and support

What skills should I have?

• Minimum 2 years’ experience in a similar role
• Associate's or bachelor’s degree in Computer Science, Information Systems, Business Technology or similar
• Competent with Windows/macOS
• Proficient in the use of Active Directory and Group Policy
• An intermediate understanding of Office365
• End-user / Customer Focused
• Exceptional analytical and problem-solving skills
• Ability to work independently and as part of a team
• Eagerness to learn and develop
• Meticulous attention to detail and a high level of accuracy
• Excellent organizational and time management skills
• Knowledge of Asset Management
• Effective communication (both written and verbal) and ability to do presentations
• Willingness to work flexibly in response to changing organizational requirements
• An understanding of IT trends and capabilities
• Approachable with good interpersonal skills and the ability to interact with staff effectively at all levels 

What’s nice to have? 

• Experience of working with Endpoint Security Technology
• MCP or MCSE qualifications
• Apple Certifications

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BeyondTrust is an EEO/AA/Disability/Vets Employer and an equal opportunity employer, offering a competitive salary with excellent benefits. We welcome all candidate applications who meet the minimum qualifications listed above.

What truly makes BeyondTrust special are the people – people who keep the culture strong and make working here exciting, rewarding, and ultimately fun!

Search @beyondtrust and #beyondtrustlife on Twitter and LinkedIn to find out more.