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Job Overview

The IT Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “high-touch” level of support to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat, web tickets and in person (3 days a week).

Responsibilities

Troubleshoot software, hardware and connectivity issues remotely.
Troubleshoot video conference issues.
Ability to understand & articulate root cause on customer issues.
Log all Service Desk contacts into Incident Management System (ServiceNow)
Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
Familiarity with encryption and security tools and triage within this environment.
Assist customers in gaining access to various systems and servers.
Provide support for remote employees using Island Secure Browser, Microsoft Cloud PC, Zoom, and Amazon Connect.
Deploy/patch software using WorkspaceOne UEM, Nexthink, and Zoom Remote Control.
Communicate call trends and challenges during team meetings.
The ability to take on small projects from start to finish
Knowledge Base and process documentation skills.
Work closely with the team to resolve or properly close aging tickets.
Showcase extreme ownership when managing issues, allowing for clear documentation and tracking of progress towards resolution.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Analyze and resolve incidents with a goal of 90% First Call Resolution

Qualifications

Prior Service Desk or Desktop Support experience required
One year of desktop-based hardware support experience preferred
Incident Management experience - ServiceNow
Basic user & security group Active Directory administration knowledge
Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and 11
Experience with using and troubleshooting Office 365 and Gmail (permissions, calendaring, delegation)
Experience with using and troubleshooting Collaboration & Productivity tools such as: Zoom, G-Suite, & Slack
Familiarity supporting MFA and VPN issues
Familiarity with wired and Wi-Fi Networking

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