Service Desk Analyst

Position Summary: This is a full-time position that reports to the IT Director. As part of a global team, this individual will provide support to our employees worldwide. The position requires strong customer service skills, the ability to stay organized, and solid problem-solving skills. 

What You'll Do 
 
Frontline incident and request management: 

• Monitor the ticketing system for incoming incidents/requests 
• Log and track all issues (example: phone, email, IM, walk-ups, and any other methods) 

• Log and track all security-related issues (example: phishing emails)  
• Troubleshoot and address issues directly; workstation issues, basic network issues (local network, Internet, Wi-Fi) 
• Take ownership of tasks/projects and represent the user to ensure the requests are processed 
• Communicate to the end-user on progress promptly 
• Document issues, analysis, progress, solution in the ticketing system 

Training To Users 

• Assist with onboarding/offboarding of employees 
• Provide basic in-house training of tools and applications; MS Office, Video Conferencing (ZOOM, Polycom, etc.), and collaborations suite (OneDrive, O365 groups, etc.) 

Workstation Setup Management 

• Setup and deployment for new employees using standard hardware, images, and software (Windows & Mac OS X) 

• Modify configurations, utilities, software default settings, etc. for the local workstation 

Office Support / AV 

• Manage Audio/Video equipment (microphones, cameras, etc) for meetings 
• Assist and troubleshoot on IT-related equipment: phone system, videoconference system, mobile devices 

Local Asset Management 

• Manage asset inventory and anticipate hardware needs 
• Proactively identify the end of life user workstations and coordinate replacement 

Who you are 

• 1+ years experience in IT Service desk environment, in a fast-paced though structured environment 
• Self-Motivator; able to work alone and take ownership of responsibilities 

• Be able to prioritize and follow up issues with method and efficiency 
• Strong communication and reporting skills 
• Master of autonomy 
• Advanced knowledge of Microsoft based software; Windows 10 and Office 365 
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation) 

• Good knowledge and experience of mobile devices (iOS, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.) 
• Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.) 
• Understanding of network configuration on workstations (DNS, TCP/IP, and other networking concepts) 
• Ability to write technical documentation to feed the Service desk knowledge database 
• Attention to detail, ability to follow detailed instructions and make independent judgments, and strong technical analytic abilities 

• Experience in meeting the demands of complex production-oriented environments where timeliness and availability of information are considered critical.  
• Must be able to work effectively to resolve problems under fast pace conditions in a high demand environment  
• Aptitude for learning new software through manuals, the Internet, and trial-and-error. 
• Triage work as necessary for self and other IT staff 
• Act as a further escalation point for unresolved or escalated tickets 

• Provides instructions to new and current team members on features, capabilities, and policies 
• Report to management on any issue that could significantly impact the business 
• Tier 1 and tier 2 systems implementation, troubleshooting, and analysis 
• Researches, test, and assesses new technologies for potential use and implementation 
• Assists IT Management, with technical duties and high-level projects     

Competencies  

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions 
• Drives Results – Consistently achieving results, even under tough circumstances 

• Directs Work – Providing direction, delegating, and removing obstacles to get work done 
• Accountability – holding self and others accountable to meet commitments 
• Manages Complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems 
• Financial Acumen – Interpreting and applying an understanding of key financial indicators to make better business decisions 

Desired Experience 

• A+ Certification 
• Linux experience a plus